Energy UK response to the Which? report on consumer complaints
“Most customers are happy with their energy provider. But, in an industry which serves 27 million households, sometimes things can go wrong. Most issues just take just a call to fix even though all problems – large and small – are lumped together.
“But all problems, no matter how minor, are important and if a customer has any concerns about their service, they should contact their supplier as soon as they can. Energy companies work very hard to resolve problems and most complaints are fixed within a few working days with no more than a phone call.
“Our members put customer service at the heart of what they do. The companies are working hard to be as transparent and straight forward as possible.
“That is why we are publishing monthly reports on switching and the wholesale market; explaining bills; making it easy to switch; ensuring customers are on the right deals; and simplifying tariffs.
“No one wants to see complaints rise, but the industry uses this information to improve its service. Anyone with a problem needs to contact their supplier before they do anything else. Energy UK is making it easier for customers to find out what to do.
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