EDF Energy was today named the worst energy company for customer service for the third time in a row.
Overall, energy firms saw a small decrease in the number of complaints received between October and December last year compared to the previous quarter, falling by an average of 4%, according to Consumer Focus.
A meter-reading disaster meant EDF Energy remained the worst rated major energy firm for customer complaints despite reducing grievances by 14 per cent in the final quarter of 2011.
The firm saw a spike in complaints last year after it introduced a new billing system in August which was blighted with problems.
The supplier later admitted overcharging 100,000 customers over £200,000 – the result of a seven-year fault on the company’s automated telephone meter reading system.
Latest quarterly figures show the gas and electricity supplier recovered some ground during October to December by reducing the number of complaints.
However, Consumer Focus – who compiled the data – said that the ‘company still have a long way to go to fully resolve customer service issues associated with the change in billing systems.’
The firm issued an apology saying those customers affected would be reimbursed and confirmed that the problem had been fixed.
Audrey Gallacher, director of energy at Consumer Focus, said: ‘EDF Energy has made some headway on addressing its problems but it is disappointing that the company remains firmly on the bottom of the league table again.
‘The company has had ongoing problems for over half a year. A line needs to be drawn under these issues so the company’s customers know they have a service they can rely on.’
A spokesman from EDF said: ‘We are extremely disappointed that our service standards failed to meet the high levels our customers deserve. We recognise there’s still a long way to go but we are absolutely determined to get this right and give our customers the highest level of service, as quickly as we possibly can.’
The spokesman added that since the start of the year the supplier has completed upgrading its customer service system and it is hoping to see significant improvements this year.
Complaints about the of the Big Six suppliers – npower, British Gas, Scottish and Southern Energy and EDF Energy – fell during this quarter.
E.ON was the only firm to see an increase, of 7 per cent, in complaints while Scottish Power remained at the same level.
David Bird, customer service director, E.ON UK said: ‘We hate to let our customers down and we’re very sorry when we do, that’s why, through our Reset Review, we’re working hard to improve.
I know from the calls we took during the time that this report covers, we’d just changed prices and therefore changed Direct Debit payments. A difficult time for any customer and a difficult time for our staff.’
The only firm to move up in the chart was npower, regaining its three star status after dropping to two in the previous three month period.
