Covid-19 Update
Please be reassured we are 100% open for business. Our Business and Domestic Energy Comparison can be completed 100% online and all of our contact centre colleagues are safe, working remotely. We're here if you need us. Take care and stay safe.

npower Top The Big Six Complaints Table

Following yesterday’s report regarding record levels of complaints against the Big Six energy suppliers, we can confirm today that the biggest culprits are npower. Customer service, particularly with regard to billing appears to be the suppliers’ main shortcoming as they lead the complaints table by some way, with Scottish Power in second place.

Ofgem have been monitoring customer service levels since they announced their inquiry into the Big Six suppliers and Citizens Advice have also been having their say about the problems faced by business and home energy customers. Indeed, the flaws in nPower’s billing system and general customer service performance have been labelled as “unacceptable”. npower have in actual fact, topped the customer complaints table for the Big Six since late 2012.

Bill Chaos & Lack of Customer Service...

The energy provider received in excess of 300 complaints per 100,000 customers during the last quarter of last year, which is triple that of Scottish Power who are the next worst suppliers in the performance tables.

Some customers have claimed to have never received a bill from npower whereas other have gad their direct debits cancelled without their knowledge and have therefore become seriously overdrawn. Groups such as Citizens Advice have therefore called on compensation to be issued to affected domestic and business energy customers, as their finances have seemingly been “thrown into chaos”.

New Billing System Ineffectual... 

These problems have arisen for npower despite them implementing and brand new billing system last year. The firm wrote to every single one of their 3 million plus customers last year to apologise for the shortcomings in their systems and customer service, but six months later nothing appears to have changed. nPower even went as far to say that no energy customers would lose out financially but this have proven to be emphatically incorrect.

The Big Six Performance Table


Big Six Performance Table


This recent criticism is just the latest of a string of blows for the supplier, who received scathing criticism from the regulator Ofgem earlier this year and were even fined £2m in 2011 for exactly the kind of behaviour they are guilty of today. As you can see from the table above, SSE are setting the best example with just 31.5 complaints per 100,000 customers.

Customers Urged to Register Complaints...

This report is the first to be released by Citizens Advice since they took the reins from Consumer Futures as watchdog a year ago. They have been quick to advise energy customers to complain about their supplier as soon as they encounter any issues and to ask for any compensation they think they are owed.

In the meantime, if you feel you are not getting a fair deal from your gas and electricity supplier please do not hesitate in getting in touch with Love Energy Savings. Not only can we help you to resolve any issues, but we can guarantee to get you onto the cheapest tariff for your home and business and will never charge you a single penny for our services.

Browse our Energy News Centre or Energy Guides for more information regarding the home and business energy sector.

I want to save money on my energy bills

Related Energy Talk