Energy complaints 'have increased'

12/12/11

By Steven Birch

The level of complaints about the "big six" energy companies increased over the summer, a watchdog has revealed.

Consumer Focus's league table revealed that there was a 26 per cent surge in grievances as anger directed towards the sector increased.

Out of the larger firms, only Scottish Power saw the amount of complaints fall from the previous quarter, while EDF Energy hit rock bottom on the table after a 75 per cent increase in complaints between July and September.

The fall saw EDF become the first supplier to be given a zero star rating, and the London-based firm has issued an apology to customers after admitting that introducing new billing systems had affected its performance.

The increase in complaints came after the "big six" revealed bill hikes for the winter.

Consumer Focus director Adam Scorer said: "Energy companies have repeatedly said they want to rebuild consumer trust. Good customer service and complaints handling are key ingredients to building consumer trust but suppliers still have a long way to go."

The price hikes varied across the suppliers, with Scottish Power increasing gas by the largest margin of 19%, while British Gas increased electricity by 16 per cent, which was higher than any other firm.

Meanwhile, EDF's 15.4 per cent gas and 4.5 per cent electricity rises were the smallest increases overall.