EDF receives further slap on wrist for worst complaint handling record


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The Independent Online

EDF Energy has been handed a further slap on the wrist by the energy watchdog for the poor way it deals with complaints.

Ofgem said more than half of the French-owned firm’s customers expressed dissatisfaction last year, leaving the company with the worst record for complaints-handling of the Big Six for the second year running.

Ofgem fined British Gas £2.5m and nPower £2m for poor complaints’ handling last year.

An investigation into EDF’s  complaints’ procedure - launched by the watchdog in 2010 -is still ingoing but, if found guilty, the French firm could be slapped with a larger fine.

A spokesman for EDF said: “we recognise that there are still improvements to be made.”

The biggest problems across energy firms are delayed responses and lack of communication, said Ofgem.

It said only one in six complaints are resolved quickly, after just one contact.

Audrey Gallacher, Director of Energy at Consumer Focus, said: “It is unacceptable that many customers have to go through a long, drawn-out process to get their problem resolved. There must be clear progress on this from suppliers.”

Scottish Power and SSE retained their positions as having the highest customer satisfaction rates. The two were the only firms to have more satisfied than dissatisfied firms.

British Gas, EDF, E.on and nPower, all had many more unhappy customers than happy.