Energy complaints soar following price rises

New data shows an increase in complaints over the summer with EDF particularly under fire for its poor customer service.

New figures show customer complaints about energy companies have increased sharply since the summer round of price rises.

The number of complaints about energy companies received by campaign group Consumer Focus, Consumer Direct and the Energy Ombudsman rose by 26% between July and September. Only Scottish Power showed a decrease in complaints from the second quarter of the year.

There was a massive increase in complaints about EDF Energy, up by three quarters since the spring and a whopping 91% on the same time last year. However, Consumer Focus has attributed this to the disastrous implementation of a new billing system that’s left many customers unable to phone the company. EDF didn’t increase its prices until after the survey period.

Complaints about EDF have increased dramatically in every quarter of this year, dumping it to bottom spot in Consumer Focus’s star rating table.

This table indicates the level of customer satisfaction with each company. Since we last wrote about energy industry complaints in September, E.ON, npower and EDF have dropped a star. That means EDF now has a zero rating.

This is more bad news the beleaguered energy industry could have done without, especially as the last set of figures showed a general decrease in complaints, with the exception of EDF.

Industry regulator Ofgem recently unveiled proposals for the standardisation of tariffs, simplified bills and a new industry code of conduct.

So far, British Gas, Scottish and Southern Energy and E.ON have all pledged to take steps to improve their services and win back customer trust.

But what recourse do you have if an energy supplier does fob you off and fail to deal with a complaint?

Get your way

Of course, the first action should be to put your complaint in writing to your energy provider. Include details such as your account number, give a concise but brief summary of your complaint and ask for some form of redress. If you still get no joy, write another letter reminding the supplier of your grievance and informing them that you will be taking your complaint to the Energy Ombudsman.

The Ombudsman is a free service that can provide advice and an independent decision on the issue. Your supplier will have to comply with this ruling. Unfortunately, the Ombudsman can only deal with firms that have signed up to its scheme, so check their website before you lodge a complaint.

Throughout the complaint process you should keep an accurate log of every call you make and who you speak to, as well as a copy of every letter you send and receive.

But there are a couple of things you can do to minimise the chances of having to make a complaint in the first place:

Take meter readings: Always take regular meter readings and phone them through to your energy provider. By doing this you will ensure that you are always sent accurate bills and never receive an estimated reading. As estimated readings are just that - estimates - they are often far too high.

Check your bills: When your bills do come through, make sure you check them thoroughly. Don’t just look at the number and pay. Ensure that the readings on the bill marry up with the readings that you have given the supplier.

Fight back against energy hikes

And finally, if you are one of the many people across the country who have seen their gas and electricity rates rise recently take a look at this article, explaining the secret trick you can use against your energy provider.

Want to switch suppliers? Use lovemoney.com's gas and electricity tool to compare tariffs.

More: Ofgem unveils proposals for simpler energy industry | Why we face an energy crisis