Scottish Power does not meet Ofgem regulations

The deadline that the energy industry’s watchdog Ofgem set for companies to come clean about their customers complaints has been missed by one of the biggest; Scottish Power.

They are by far the biggest of the 6 suppliers who failed to publish their complaint level of the past 12 months by Monday, as Ofgem had ordered them to.

Of those companies who did publish their complaints, npower had more gripes that any other, with more than 18 complaints for every 1000 customers. This total was revealed only a day after npower had been fined £2m for having sloppy customer service. Ofgem have announced that they will be taking action against those firms who have breached the industry rules.

The definition of a complaint is that it is a dispute that has not been resolved by the next working day after which it was reported. For the year that ended in September, British Gas had 197,682 complaints, which is 12.37 per 1000 customers. Whilst Scottish and Southern Energy had 60,798 complaints, equating to 12.16 per 1000.

EDF were some way behind with 48, 730 complaints, or 8.86 per 1000, this figure however was a rise of 40% from the previous year. Of the 13 suppliers that were asked to supply date by Ofgem, Ecotricity came top with 0.55% per 1000, but this minnow company only has 51,000 customer accounts.

The customer watchdog Consumer Focus, which the Government is soon to scrap, have said that these figures don’t paint the full picture. Their own data puts EDF at the bottom of the pile for complaints between the months of April and June this year, and had Scottish and Southern Energy as the best.