Customer complaints result in Npower being fined £26 million

December 18, 2015

Energy supplier Npower has been fined £26m for sending out late and often inaccurate bills and failing to handle customer complaints effectively.

Watchdog Ofgem said more than 500,000 customers had been affected, with many suffering “significant distress and worry,” and has ordered the group to pay the fine as a consumer redress package.

The settlement is the largest agreed between Ofgem and a big six energy supplier.The money will be divided between some of the worst-affected customers and charity. (The Guardian)

Simon Stacey, managing director of domestic markets, conceeded that since npower had changed its systems in the UK, service had been disappointing.

“We are very sorry about what has happened and that is why we have agreed this significant package of customer redress,” Stacey said. (The Independent)

He said the company had reduced complaints by almost 70% since the beginning of the year. (BBC News)

 

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