Ofgem has banned Economy Energy from taking on new customers until it resolves its customer service issues.
According to OFGEM the following problems have been identified with this supplier:
The particular behaviours of concern giving rise to the provisional order are that Economy Energy’s Domestic Customers are or are likely to be:
- at risk of being unable to contact Economy Energy, where customer service arrangements are not fit for purpose;
- at risk of not being billed with complete and accurate information;
- at risk of not receiving a refund in a timely manner;
- at risk of customer complaints not being correctly identified, logged and signposted to the Energy Ombudsman.
We are pleased to see OFGEM taking action against suppliers taking money but not delivering the customer service expected.
Hopefully this will be a wake up call to other suppliers as well, to put their house in order and improve their customer service level.