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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:

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service 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 see the Citizens Advice website.
  2. 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.
  3. To find your local bureau in England and Wales, visit You can also get advice online at
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.