Archive for November, 2015

BES to pay £980,000 for failures in customer service following Ofgem investigation

Thursday, November 26th, 2015

 

  • BES failed to properly explain important contract terms to its customers.
  • Supplier’s complaints handling processes were inadequate and it wrongly blocked some customers from switching supplier.
  • Over £300,000 will be returned to customers, £670,000 will go to benefit consumers through Business Debtline.
  • BES has now improved its processes.

Business energy supplier, BES, will pay £980,000 for customer service failures between June 2010 and July 2015. BES will return around £310,000 to directly affected customers. The remaining £670,000 will be paid to Business Debtline.

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What is P272 and does it affect me?

Thursday, November 5th, 2015

P272 is the name for a new Ofgem regulation that will affect how electricity usage and charges are calculated in future for certain supplies.

The regulation will only affect you if your supply is Profile 05, 06, 07 or 08, often called Maximum Demand Supplies. Check the MPAN supply number on your bill. Look for a letter “S” followed by two rows of numbers, and if the first two digits on the top line are 05 – 08 you are affected.

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