The great energy bills protest: Fury as millions complain over charging errors and inaccurate meter readings
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Customer complaints about failures by the ‘big six’ energy firms hit four million last year.
Mistakes on bills and inaccurate meter readings were the biggest source of anger and frustration, say researchers.
The errors mean many thousands of customers are being overcharged on monthly direct debits, leaving them in credit with energy firms.
But in other cases repeated estimated bills mean customers are paying too little and are then confronted with a sudden and large demand for payment for gas or electricity.
The figures – compiled by Which? – suggest energy firms are failing to deal with complaints fairly or give customers advice on how to pursue them.
The consumer group found that nine in ten people who were unhappy with the way a complaint was dealt with did not then pursue it with the energy ombudsman.
Which? suggests that, as a result, these wronged customers are losing out on as much as £4million a year in compensation.
Energy firms publish data including the number of complaints they receive on their websites, but the figures are hidden away and it is difficult to compare the companies with each other.
Mistakes on bills and inaccurate meter readings were the biggest source of anger and frustration, say researchers.
The errors mean many thousands of customers are being overcharged on monthly direct debits, leaving them in credit with energy firms.
Losing out: The Which? survey suggests that wronged customers are missing out on as much as £4million a year in compensation
The figures – compiled by Which? – suggest energy firms are failing to deal with complaints fairly or give customers advice on how to pursue them.
The consumer group found that nine in ten people who were unhappy with the way a complaint was dealt with did not then pursue it with the energy ombudsman.
Which? suggests that, as a result, these wronged customers are losing out on as much as £4million a year in compensation.
Energy firms publish data including the number of complaints they receive on their websites, but the figures are hidden away and it is difficult to compare the companies with each other.
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