Npower named worst British supplier as complaints soar

Npower worst for customer servicePic: Getty

Npower has been named the worst British energy supplier for customer service, with complaints soaring by 25 per cent compared to last year.

The German-owned energy giant confirmed its unenviable status of Britain's worst supplier after failing to supply bills on time or deal with queries quickly and effectively, despite its customers paying the highest prices this winter.

Overall the firm is currently generating 253.1 complaints per 100,000 customers. Compare that figure to SSE, where the complaints ratio is a more palatable 38.3 per 100,000 customers, and it's easy to see why the company has come under fire.

This year Npower raised prices by 10.4 per cent before winter, and announced that not only will it export hundreds of jobs to India, but also that it would be outsourcing much of its call centre work to third parties.

Explaining its failure to deal with customers effectively, Roger Hattam of Npower claimed a new billing system was partially to blame, telling the Daily Mail: "I know that we've let many of our domestic customers down and I want to apologise personally for this and promise that they will not lose out financially as a direct result of these issues."

Mr Hattam added that the firm was working on the issues as a "top priority" and said new web pages had been added to the company's website to enable customers to "find out more about our system issues".

But Audrey Gallacher, director of energy services at Consumer Focus, which compiled the figures, said: "While Npower has acknowledged and apologised for its poor billing systems and agreed to pay vulnerable customers who have been disadvantaged, its deterioration in performance is still wholly unacceptable and the company must address the failure of its systems, processes and customer service to put things right."

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