EDF Energy fined £3 million following complaints probe

Household money

Updated on 22 August 2014 | 0 Comments

Energy provider ordered to give £3 million to help vulnerable customers.

EDF Energy has been fined £3 million for breaching complaint-handling rules.

The move follows an Ofgem review into a rise in the level of complaints to the supplier. Complaints increased by over 30% between May 2011 and January 2012.

New IT system    

A new IT system installed in 2011 is said to have been the problem. The company did not have appropriate procedures in place to properly receive, record and process all customer complaints in accordance with complaint-handling rules.

EDF encountered many technical issues, resulting in customers having unacceptably high call waiting times with many deciding to hang up before they got through.

Those that did speak to an operator didn’t always have their full complaint recorded. The energy supplier sometimes failed to note important details including date of receipt, summary of the complaint and the action taken. This led to difficulties in tracking customer complaints.

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More money for vulnerable customers

EDF acted quickly to correct the problems and minimise the effect on customers.

It was fully compliant with the investigation, acknowledged its mistakes and publically apologised for them.

It will pay money to the Citizen’s Advice ‘Energy Best Deal Extra’ scheme and a debt helpline to benefit vulnerable customers.

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Have you experienced poor complaints handling from EDF Energy? Tell us about it in the comments below.

 

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