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Energy companies’ complaints handling “not good enough”, says Citizens Advice

27 Medi 2018

Citizens Advice has responded to Ofgem’s biyearly complaints handling survey. The regulator found that satisfaction in complaints handling has improved slightly, but dissatisfaction remains high.

Gillian Guy, Chief Executive at Citizens Advice, said:

“Customers need to have confidence that when something goes wrong, their supplier will deal with it. Today’s news shows this isn’t the case. While some improvements have been made, it’s simply not good enough that only a third of customers are happy with how their complaints are handled.

“Energy companies need to improve their processes for handling complaints, and do so quickly. Resolving issues in a timely manner and keeping customers informed about their complaints are just the basics. Suppliers need to also make sure that anyone who complains has access to independent advice.”

Independent Advice

Citizens Advice provides free independent advice for anyone having problems with their energy supplier. People can find information on or by contacting the Citizens Advice consumer service on 03454 04 05 06.

Notes to editors

  1. Citizens Advice is made up of the national charity Citizens Advice; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service. For more see the Citizens Advice website.
  2. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers.
  3. Citizens Advice is the statutory consumer advocate for energy and postal markets. We provide supplier performance information to consumers and policy analysis to decision makers.
  4. The Citizens Advice Witness Service provides free and independent support for both prosecution and defence witnesses in every criminal court in England and Wales.
  5. Citizens Advice also offers Pension Wise appointments at 500 locations across England and Wales.
  6. 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.
  7. To get advice online or find your local Citizens Advice in England and Wales, visit
  8. 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.
  9. We helped 2.6 million people face to face, over the phone, by email and webchat in 2017-18. For full service statistics see our publication Advice trends.
  10. Citizens Advice service staff are supported by more than 23,000 trained volunteers, working at over 2,500 service outlets across England and Wales.