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Poor treatment of customers nets Npower £2 million fine

Posted 31-10-2011 in Latest industry news

Failure in key areas of customer service has seen utilities company Npower receiving a £2 million fine from regulator Ofgem.

The penalty specifically relates to how Npower deals with customer complaints, with an investigation finding the supplier guilty of failing to collect all relevant details or supply information about further action customers can take if a complaint cannot be resolved in-house.

Npower claims to have now rectified the issues identified, however Ofgem is warning other utilities companies that they risk similar fines if they do not comply with regulations.

"Energy suppliers now have a golden opportunity to convince consumers that they can be trusted, by getting behind Ofgem's sweeping reforms for the retail market. This is the quickest way of restoring consumer trust in an industry badly tarnished by poor supplier behavior," says Ofgem senior partner Sarah Harrison.