Archive for June, 2014

Npower to halt telesales unless it resolves billing issues

Thursday, June 26th, 2014

Ofgem has secured commitments from npower to take immediate action to put right its billing and complaints issues, alongside launching a wider investigation into customer service failings under Ofgem’s new Standards of Conduct.

Ofgem is requiring npower to resolve major billing issues no later than the end of August 2014 and publish monthly progress updates on its website. Failure to meet monthly targets will result in npower ceasing all proactive telesales to new customers until they are met. The parallel investigation into npower’s customer service failings is the first case to be opened under Ofgem’s new Standards of Conduct (SoC) and could lead to a financial penalty or redress payment if they are found to have broken rules.

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Energy suppliers to cut switch times

Monday, June 23rd, 2014

Energy users will be able to switch energy supplier within three days by the end of 2014 after an agreement between the regulator, Ofgem, and suppliers was reached.

As part of this agreement anyone who wants to switch must be given a two-week cooling-off period for the chance to change their mind, before the three-day process starts. New computer systems and smart meters should allow the process to be cut to a day by the end of 2018.

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