News | Published December 12 2019

Accuracy of bills biggest source of energy customer complaints according to Citizens Advice

Charity, Citizens Advice, has found that 60 per cent of customers report inaccurate bills as their biggest problem when engaging with energy companies.

Some 17 per cent considered their greatest issue with said companies as the way in which complaints are handled, while 12 per cent felt that phone waiting times were their greatest concern.

Customers preferred to phone regarding a problem as opposed to contacting their supplier online.

According to Gillian Guy, the chief executive of Citizens Advice, "every energy supply company should be able to provide its customers with an accurate bill. It is the very least people should expect.”

She continued, "the inability of some suppliers to get this right causes a great deal of unnecessary stress for customers."

Jodi Hamilton, relationships director at the Energy Ombudsman, responsible for dispute resolution between customers and their energy suppliers, notes that "at a time when consumers are savvier and more price-sensitive than ever, accurate and timely billing is a vital foundation for any energy supplier looking to build and maintain trust with its customers.”

"We are keen to work with energy suppliers of all sizes to help them resolve more billing disputes in-house and reduce the number of complaints that come to us."

Authored by

Alice Jaspars
Culture Editor
December 12 2019

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