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Scots' complaints about energy companies soar - along with bills!

CAS has responded Tuesday 4th March to separate reports from U-switch and the Office of National Statistics (ONS) which show that Scots are paying more than ever for their energy, while the energy companies’ are offering consistently poor customer services.

The ONS reports that the amount spent by Scots on gas and electricity went up by 50 per cent in real terms between 2002 and 2012 (from £74 to £111 a month on average). 

Meanwhile, U-switch reports that Scots suffer consistently poor customer service from their energy companies. e.g.

  • a quarter of Scottish households have been wrongly billed in the last 2 years,
  • the average amount now owed because of a billing discrepancy is nearly £200.
  • this problem is not new: for the last 8 years energy companies have been among the worst billing agencies in the country!  (For more details - see appendix)

 Responding to these figures, CAS Chief Executive Margaret Lynch says, 

“Scots are paying so much for their energy, they deserve a quality service, and it’s clear they are not getting that.   

“Eight years of failure to get bills right is eight years too many. Our own figures show that nearly a third (29%) of Scots calling our national helpline about energy problems were calling about incorrect billing, so there’s a long way to go before energy suppliers regain the trust of Scottish consumers. 

“We would urge consumers to stand up for themselves and complain to their energy supplier when they are not happy with their service. For help and advice on making a complaint, or reclaiming over-payments, consumers can contact the Citizens Advice consumer helpline – 03454 04 05 06. Last year we won back a quarter of a million pounds for energy consumers in situations like this, so it’s worth getting good advice.”