Energy company complaints 'double in three months'

Complaints from frustrated npower and Scottish Power customers have doubled in the first quarter of 2014 after new billing systems caused chaos, Citizens Advice has claimed.

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Poor billing 'turns household budgets upside down'

Problems with billing systems can "turn households budgets upside down" and energy companies owe it to their customers to make any changes as smoothly as possible.

Citizens Advice chief executive Gillian Guy said:

The knock-on effect of poor billing systems can turn household budgets upside down. Many people do not have the spare cash to cover the cost of a large bill that suddenly lands on their doorstep.

While we recognise Npower is receiving more complaints because it is starting to get over some of the earlier issues, it needs to do more to stop consumers' problems escalating.

Offering repayment plans and discussing ways they can help consumers from the off will nip issues in the bud and remove the need to complain.

– Gillian Guy

Complaints about two energy companies 'double'

The number of complaints about npower and Scottish Power doubled in the first quarter of 2014, according to Citizens Advice.

Citizens Advice and Citizens Advice Scotland point to problems with new billing systems as to why there was a sharp rise in complaints.

More customers were calling the CAB to complain about their energy provider. Credit: PA

Complaints about npower rose from 306.8 for every 100,000 customers during the closing months of 2013, to 592.4 between January and March - or one complaint for every 168.8 customers.

Scottish Power complaints increased from 100.5 per 100,000 customers to 197.7 in the first quarter.

All suppliers saw an increase in complaints, although the rise was only slight for some, it added.

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