EDF Energy pays out £200,000

EDF Energy pays out £200,000 over bad complaints handling

Ofgem, the energy regulator, found EDF Energy in breach of the regulations between October 2008 and March 2009.

Energy companies must handle complaints effectively and with the attention they deserve 
During this time the company had not maintained all its records in the way that the new standards require when handling customer complaints.

However Ofgem said that EDF Energy acted promptly to address the problem, according to Ofgem, and voluntarily made payments totalling £200,000 to Money Advice Trust and the Citizens Advice scheme Energy Best Deal.

As a result the regulator decided not to impose a financial penalty on EDF Energy, but warned all suppliers to take their obligations on handling customer complaints seriously.

This is the first time Ofgem has found a breach of the new regulations which took effect in 2008.

The new regulations also support consumers’ right to take a dispute to the Energy Ombudsman where it cannot be satisfactorily resolved with the energy company.

“It is vital that energy companies handle complaints effectively and with the attention they deserve.”

2nd June, 2010

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