npower boss facing 'reduced bonus' over poor service

The boss of energy firm npower has said he would be receiving a "much reduced" bonus because of his company's poor customer service.

Chief executive Paul Massara apologised for what regulator Ofgem dubbed the "serious deterioration" in customer service.

He told Daybreak: "The fact is we haven't delivered the customer service they deserve.

"When the board sit down and review my bonus they will reduce my bonus because I haven't actually delivered for customers."

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npower's billing error apology

Energy supplier npower has written to millions of customers to apologise after what was described by Ofgem as a "serious deterioration" in customer service. His chief executive said he will be receiving a "much reduced" bonus because of the failings.