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Citizens Advice responds to Extra Energy investigation

4 July 2016

Today Ofgem, the energy industry regulator, has opened an investigation into whether supplier Extra Energy broke rules relating to billing, customer service and complaints handling.

Citizens Advice worked together with Ofgem and the Ombudsman Services to bring about the investigation, with the consumer champion providing evidence directly from consumers about Extra Energy’s customer service failures.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Customers have been paying the price for Extra Energy’s poor performance.

“The firm delivered a record low performance for its complaints handling in our latest supplier league table.

“We welcome this formal investigation into Extra Energy’s practices, which has come about thanks to a coordinated effort between Citizens Advice, Ofgem and the Ombudsman Services.

“It’s vital energy suppliers get customer service right to build consumer trust and confidence in the industry.”

Extra Energy came bottom of Citizens Advice’s latest energy supplier league table which measures how effectively customer complaints are dealt with by energy companies. 

Citizens Advice provided evidence from the Consumer Service and Extra Help Unit.

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 citizensadvice.org.uk
  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.