EDF Energy fined £3m over mishandling complaints

EDF Energy has been fined £3 million following an Ofgem investigation into the company's handling of complaints

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EDF Energy £3m fine 'a step in the right direction'

EDF Energy has acknowledged that its customers were caused significant disruption when the firm introduced a new IT system in 2011 and has publicly apologised for this.

Ofgem said that the firm's payment of £3 million to vulnerable customers was a "step in the right direction".

EDF Energy failed to have sufficiently robust processes in place when they introduced a new IT system and this led to the unacceptable handling of complaints.

Their commitment to putting things right and paying £3 million to the Citizens Advice Energy Best Deal Extra scheme and the Plymouth Citizen Advice Bureau's Debt Helpline to benefit vulnerable customers is a step in the right direction to rebuilding consumer trust.

– Sarah Harrison, Ofgem's senior partner

EDF Energy saw 30% rise in complaints in 2011

A probe into energy giant EDF Energy's handling of consumer complaints by watchdog Ofgem followed a 30% increase in complaints when the firm began introducing a new IT system in 2011, the regulator said.

Between May 2011 and January 2012, EDF Energy did not have appropriate procedures in place to properly receive, record and process all customers' complaints in accordance with complaints handling rules, Ofgem found.

EDF Energy is to pay out £3 million after Ofgem found the company had breached complaint handling rules. Credit: PA

Many customers experienced unacceptably high call waiting times and there was evidence that the supplier failed to record all the required details for the complaints it received, the regulator said.

It said that EDF staff acted quickly to rectify the problems and to mitigate the effects on consumers.

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EDF Energy fined £3m over mishandling complaints

EDF Energy has been fined £3 million following an Ofgem investigation into the company's handling of complaints, ITV News Consumer Editor Chris Choi reports.

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