Energy Firms 'Not Doing Enough' To Stop Customer Service Complaints

Energy suppliers are still failing when it comes to customer service, according to Citizens Advice Scotland.

There has been no significant improvement in the number of people contacting their gas and electricity company with problems - complaints about five of the top six firms have increased in the past 12 months. Scottish Power is the worst performing supplier, with over 60,000 complaints so far this year.

A report by Citizens Advice Scotland suggests energy companies are failing when it comes to customer service. Between the six largest energy companies, there was an average of 271 customer complaints per 100,000 customers in Jan-March 2015. 

The lack of improvement is despite a number of firms receiving sanctions from the regulator Ofgem for poor customer service in 2014-15.  

Citizens Advice Scotland's Chief Executive, Margaret Lynch, said: "It’s really disappointing to see complaints increasing across the big six, particularly given what we now know from the CMA investigation into the energy market. 

"Low levels of trust in the industry mean consumers are less likely to shop around and therefore miss out on hundreds of pounds of savings. Consumers deserve so much better."