Commenting on the news that Ofgem has required npower to pay a £26m consumer redress package following billing and complaint handling failings between 2013 and 2014, Tom Lyon, energy expert at Uswitch.com, says: “The sheer scale of this record settlement serves as a shot across the bows of the industry that consumers must be treated fairly.
“npower has reduced complaints by nearly 70% since the beginning of this year, but it still has a long way to go if it’s to meet tough new targets by next summer and avoid a sales and marketing ban. Trust in the energy industry is already at an all-time low and, unfortunately, today’s news will do little to address consumers’ cynicism towards suppliers.
“Today’s settlement should also serve as a warning to new suppliers entering the market, who must learn from the mistakes of the big six and operate in a way that keeps customers at the heart of everything they do. All suppliers should give consumers the quality of service they deserve or they will pay the price.”
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