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Energy firms have no excuse for poor service, says Citizens Advice

25 November 2015

Following an investigation by regulator Ofgem, business energy supplier BES has been ordered to pay £980,000 for customer service failures. The review was triggered after Citizens Advice formally referred BES to Ofgem in May 2014.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Energy firms have no excuse for poor service.

“It is unacceptable that BES made it more difficult for consumers to switch supplier and failed to record and handle customer complaints.

“We referred BES to Ofgem after seeing the negative impact this behaviour was having on customers. I am pleased the regulator used our evidence and acted quickly.

“Hopefully this will serve as a warning to the wider energy industry that it needs to clean up its act.”

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, 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 get advice online or find your local Citizens Advice in England and Wales, visit
  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. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.