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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

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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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