Npower customers waiting for complaints to be resolved must be given free energy, Ofgem rules

The gas and electricity giant must give free energy to people whose ombudsman rulings had been left outstanding for more than 28 days

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The Independent Online

Have you had a problem resolving a complaint with Npower? If you've been to the Ombudsman and are still waiting to have the problem sorted out four weeks later, the gas and electricity giant must give you free energy, Ofgem said this week.

People whose ombudsman rulings had been left outstanding for more than 28 days would now receive free energy until Npower had sorted out the issues, it said.

Customers affected by the problems up until last Tuesday will also have any outstanding debt on their account written off by Npower. About 1,000 customers have been hit by delays and will now get their debt written off, the company said.

It added: "If there are any customers affected after 21 July we will review on a case-by-case approach in line with the ombudsman's policy and also provide free energy where the remedy has not been completed due to our process or system."

Suppliers have eight weeks to resolve complaints, after which time a customer can go to the energy ombudsman. Suppliers must implement the ombudsman's decision within 28 days or put affected customers on "interim remedies", such as free energy.

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