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Energy firms “must learn from mistakes” says Citizens Advice

22 September 2016

Ofgem’s new report on energy supplier complaint handling reveals that consumer dissatisfaction has increased. Customers are unhappy with energy firms’ lack of communication and the time it takes to get problems resolved.

Gillian Guy, Chief Executive of Citizens Advice said:

“Too many people continue to face woeful customer service from their energy suppliers.

“This report reveals a catalogue of errors by suppliers - including poor communication and confusing information - that have left customers struggling to get their problems resolved.

“This dissatisfaction is reflected in Citizens Advice’s latest energy complaints league table which exposed a widening gap between how the best and worst performing energy suppliers are dealing with customer’s problems.

“Poor performing energy firms must learn from their mistakes and act immediately to improve their complaints handling. In the meantime if you’re struggling with an energy complaint, you can get free and independent help from Citizens Advice’s consumer service.”

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.