Most complained about energy firm sees fall in profits

Npower has been deluged by complaints after its new billing system became a fiasco. Credit: PA

Npower has been deluged by complaints after its new billing system became a fiasco.

Now comes the first hard evidence that customers have voted with their feet - with 62,000 leaving the energy firm.

The company has given figures for the first half of 2014, which also reveal a fall in profits of 38% year-on-year (to £109m).

This represents a profit of £14 per customer during the period - though some (including the Citizens Advice team) say the company should actually be giving more money back to consumers by way of compensation for its billing problems.

A company spokesman told me:

When customers see something is wrong, they will switch to someone else.

We’re hopeful that with the changes Npower are implementing, we will win back these and new customers as we improve.

– Npower spokesman