Ofgem has today announced that Co-operative Energy is to pay £1.8 million to energy consumers because it let customers down in its complaints resolution, call handling and billing processes. Commenting on the news, Claire Osborne, energy expert at Uswitch.com, says: “This large settlement with Ofgem shows that energy suppliers simply cannot afford to fail in basic customer service.
“Co-operative Energy, which recently hiked prices by 3%, experienced serious problems with its online services, leaving customers unable to access accounts, submit meter readings or check bills. This led to a high level of complaints which weren’t then adequately handled. It’s encouraging that the supplier has since given assurances that processes are now in place to meets its obligations and provide a proper level of customer service.
“Ofgem’s tough stance on this is a clear sign to the wider industry that customers must be treated fairly. Poor service will simply not be tolerated.
“More and more people are switching to providers who offer excellent customer service, so customers who aren’t happy with their current provider should vote with their feet.”
FOR MORE INFORMATION
Jason Wakeford
Phone: 0203 872 5612
Email: jason.wakeford@uswitch.com
Twitter: @UswitchPR
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