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Npower failed to provide basic customer service

18 December 2015

Citizens Advice has responded to Ofgem’s decision to order Npower to pay £26million after it sent out inaccurate bills and failed to deal with complaints correctly.

During the investigation, Citizens Advice provided the regulator with evidence of consumers’ experience of Npower and other energy suppliers.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Exposing consumers to such flawed customer service is unacceptable.

“Providing accurate bills and dealing with problems quickly is a basic part of customer service so it’s good to see Ofgem has taken this action against Npower and that consumers will be compensated.

“As part of the regulator’s investigation, we provided evidence from consumers about their experiences –  this showed the damaging impact late bills and poor customer service can have on people.

“Hopefully the level of this record fine will serve as a warning that suppliers must ensure that their customers' needs are placed at the front and centre of any billing changes.”


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.