Ofgem announced recently that it is fining Npower a record £26 million for multiple breaches of their energy licence conditions as well as the standards of conduct. The Extra Help Unit played a key part in collecting detailed evidence and analysis of poor customer service, which was provided to Ofgem's enforcement team throughout this process, including information and analysis about the issues consumers have been contacting the Extra Help Unit and Consumer Service about.
The last few months have really demonstrated how the consumer complaints evidence to the Extra Help Unit and elsewhere within the CAB service can make a real difference for consumers. With the help Extra Help Unit evidence provides, Ofgem has already levied fines against Spark Energy, Economy Energy, BES and now Npower, to show that poor service will not be allowed to go unpunished. The detailed evidence collected through the Extra Help Unit's work is a very valuable asset, as it shows the impact poor customer service has on peoples' lives. Together we're making a real difference for energy consumers