Npower receives most customer complaints, watchdog suggests

Npower, owned by German company RWE, has topped the customer complaints’ list, a new report by watchdog Consumer Futures suggests.

According to a news source, the survey, which covers the three months prior to the Big Six energy suppliers announcing their price hikes, reveals that Npower recorded 202 complaints per 100,000 customers in April to June – five times more than the best performing firm, SSE.

The same data revealed that between April and June, Npower’s complaints levels were the highest, followed by EDF (75 complaints per 100,000 customers), then E.On (60 complaints per 100,000 customers), British Gas (55), Scottish Power (41), and then SSE (38).

“We know that some of our customers have not had the service they deserve,” said Roger Hattam, director of domestic retail business at Npower. “We’ve had some challenges with a new computer system and we are sorry that this has caused problems for customers. I want to reassure them that we are working very hard and making progress in ensuring that these issues are resolved as quickly as possible.”

Gillian Guy, chief executive of Citizens Advice, said: “People are being hit with large back bills, find their bill unclear and direct debit customers are frustrated companies are holding on to their money when they are in credit.”

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