Citizens Advice response to npower's £2 million fine from Ofgem
31 October 2011
Citizens Advice Chief Executive Gillian Guy said:
“It took over 18 months for npower to sort out a complaint for one of our clients who had been paying fuel bills that were four-times higher than they should be. High costs and bad complaints handling is not a good deal for consumers so it’s good that Ofgem are clamping down on this.”
If you are in fuel debt or worried about how to pay you energy bill you can get advice from your local Citizens Advice Bureau. We can help you make sure you're on the cheapest deal that your supplier provides, look at whether you would be better off switching suppliers, and advise on the help available for making your home more energy efficient.
Notes to editors
- The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more information in England and Wales see www.citizensadvice.org.uk
- The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality. For online advice and information see www.adviceguide.org.uk
- Citizens Advice Bureaux in England and Wales advised 2.1 million clients on 6.9 million problems from April 2011 to March 2012. For full 2011/2012 service statistics see our quarterly publication Advice trends
- Out of 22 national charities, the Citizens Advice service is ranked by the general public as being the most helpful, approachable, professional, informative, effective / cost effective, reputable and accountable (nfpSynergy’s Brand Attributes survey, May 2010).
- Most Citizens Advice service staff are trained volunteers, working at around 3,500 service outlets across England and Wales.