Watchdog wants power firms fined

Energywatch says customer complaints are rising

An independent consumer watchdog is calling for substantial fines to be levied against gas and electricity companies to "halt the trend of poor customer service".

Energywatch Scotland made the call after the number of new complaints against electricity suppliers reached a record total of 589 last month, compared to 250 at the same time last year.

But one of those suppliers, npower, said it was surprised by the claims and would be contacting Energywatch Scotland to "specifically address these complaints and resolve them as quickly as possible".

The consumer body has called on the industry regulator Ofgem to make greater use of its statutory powers to punish companies with poor customer service records.

Later this week, the watchdog plans to publish the number and type of complaints it has received about power companies on its website.

Energywatch wants power firms to be fined

John Hanlon, chair of Energywatch Scotland, said he was extremely disappointed by the recent performance of the country's power suppliers.

"I am extremely dissatisfied that the service being received by electricity customers in Scotland is getting significantly poorer," he said.

"The companies are generally profitable and well run but there is no doubt that they need to invest to provide the customer services that people deserve."

Mr Hanlon said he was "particularly concerned" that complaints against one company - npower - had continued to rise despite warnings from energywatch.

He condemned the companies' sales practices in the strongest possible terms and called on the industry regulator, Ofgem, to "stiffen their resolve and use their statutory powers to put an end to the misery that this company is causing to people in Scotland".

But an npower spokeswoman said: "We are surprised by Energywatch Scotland's announcement regarding our direct selling complaints being on the rise.

"Energywatch national statistics, updated today, show that npower's direct selling complaints are down by 27%.

"We regret that some people in Scotland have had bad experiences of situations that we believe were caused by a limited number of rogue sales agents.

Company shortcomings

"In light of this announcement we will be contacting Energywatch Scotland to specifically address these complaints and resolve them as quickly as possible."

Mr Hanlon said that, where appropriate, Ofgem should levy "substantial fines" on companies "who persist in this behaviour".

Audrey Gallacher, director of energywatch Scotland, said consumers would be able to see customer complaint information on the body's website later this week.

"I am confident that by exposing companies shortcomings in customer service we will encourage them to improve," she said.

"If customers feel they have a grievance against their electricity or gas supplier, and have been unable to resolve it with the company, then they should contact Energywatch on 0845 601 3131."