Energy companies 'give poor advice'

13/10/11
By Emma McFarnon

Energy companies, long criticised for their confusing and pricey bills, are believed to be giving dodgy information to people who call to switch providers.

An undercover investigation by consumer watchdog Which? found that in nearly a third of all calls made to the six major energy suppliers, companies failed to offer their cheapest tariff. This was in spite of them being asked in no uncertain terms what the cheapest tariff was.

Southern Electric telesales staff only mentioned the firm's cheapest tariff in three of the 12 calls made to it over the course of one week, while seven of the 12 EDF Energy salespeople recommended a more expensive fixed-rate deal instead of its cheaper online tariff.

British Gas staff offered the firm's cheapest tariff in 10 of the 12 calls but offered wildly varying cashback deals alongside this tariff, ranging from no money to £175.

Across all the companies, one third of the staff questioned failed to tell callers about the relevant exit fees, while Scottish Power failed to reveal its £51 exit fees in nine of the 12 calls made to it during the week-long investigation.