Ofgem have fined Npower a record £26 million over inaccurate bills and poor customer service
Between September 2013 and December last year they received over 2 million complaints which “Npower failed to handle complaints effectively within a reasonable timeframe” Ofgem said.
They also continued to chase debts that were in dispute causing distress and worry for many.
The route cause started after the introduction of a new IT system. The system issued 500,000 late bills with little or no details attached. “Npower’s management failed to act quickly enough to protect its customers when things went wrong with changes to its IT system.” Ofgem stated.
Npower has lost over 300,000 customers since the issue started impacting profits for the energy giant with losses running at £111m for the first 9 months of this year.
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