30/Jul/2014 - Last News Update: 15:55

Npower fined £2m by Ofgem for mishandling complaints

Category: Business

Published: 31st Oct 2011 07:49:17

The energy regulator Ofgem has fined Npower £2m for failing to handle complaints properly.

Ofgem said Npower had not recorded complaints properly or given dissatisfied complainers details of the Energy Ombudsman's redress service.

It added that Npower had now remedied all of the breaches of the regulations for which it was fined. NPower was not immediately available for comment.

Ofgem said it was also investigating the way EDF Energy handles complaints.

The regulator fined British Gas £2.5m in July for the same offence.

"Energy suppliers now have a golden opportunity to convince consumers that they can be trusted, by getting behind Ofgem's sweeping reforms for the retail market," said Sarah Harrison from Ofgem.

"This is the quickest way of restoring consumer trust in an industry badly tarnished by poor supplier behaviour."

Ofgem introduced new regulations governing the handling of complaints in October 2008, which set out minimum standards that customers should expect if they make a complaint.

They were supposed to complement the work of the Energy Ombudsman, which was established in 2003 to deal with complaints that could not be resolved by the companies themselves.

Source:
BBC News External Link Show Citation

Latest News

Harvard Citation

BBC News, 2011. Npower fined £2m by Ofgem for mishandling complaints [Online] (Updated 31st Oct 2011)
Available at: http://www.ukwirednews.com/news/198176/Npower-fined-2m-by-Ofgem-for-mishandling-complaints [Accessed 30th Jul 2014]

News In Other Categories

  • Russia sanctions: Who will be hurt the most?

    They are the toughest sanctions imposed on Russia since the Cold War, but who will they hurt the most?
  • ICL defeats bid for damages over Glasgow factory blast

    The owners of a plastics factory which exploded in Glasgow killing nine people have blocked a compensation claim by a neighbouring firm damaged in the blast.
  • Xinjiang: Tight security after deadly violence

    China has stepped up security in parts of Xinjiang following the region's worst outbreak of violence for months.
  • Santander backtracks on circus group account ban

    A circus group which was denied a bank account because its showgirl and burlesque acts posed a "moral problem" has now been offered the account.
  • Bristol Academy extends reach overseas with first foreign students

    With the doors to its brand new £1million training centre officially open, one of the UK's leading apprentice training providers, Bristol based S&B Automotive Academy, is showcasing its world-class facilities by launching a series of foreign student exchanges for the first time in its 41-year history. To get a flavour of what life is like as an apprentice in the UK, the Academy hosted 16 apprentice engineers and bus drivers from the G9 Automotive College in Hamburg, Germany, as part of a Europe-wide vocational training initiative called the ‘Leonardo Programme’ with support from the European Social Fund. In a reciprocal arrangement, S&B will be sending nine apprentices to Germany during February 2012 so that they can get an appreciation of life in the automotive industry on the Continent. A further three German exchange groups are being planned for next year. Designed to assist the development of vocational skills and training across Europe, including work placements for trainees, the Leonardo Programme has a budget of €1.75bn, which is helping to encourage UK organisations to work with their counterparts abroad. In what is expected to be another challenging year for employers in the UK automotive sector, S&B’s Chief Executive, Jon Winter, claims that the exchange initiative will bring many benefits to the Academy and its apprentices: “In a world of global automotive brands, it’s important for our learners to understand the international context of the industry they have chosen to make their career. This new exchange programme will enable apprentices and Academy staff alike to achieve a better understanding of the challenges and opportunities within the automotive arena in Europe. With the Academy’s influence also extending to the USA and Asia, there’s every possibility that this initiative could move further afield in the future.” Continued Winter: “The need for skilled technicians across the world is on the increase and we actively encourage our apprentices to look at broader horizons during their training. Many of them have already learned the phrase ‘Vorsprung durch Gelehrtheit’, quite simply, ‘Advancement through learning.” In the 2010/11 academic year, S&B doubled the number of successful Apprenticeships over the previous year with some 350 apprentices graduating from the Academy. At the same time, achievement levels reached an all-time high with an overall success rate of 85%. For those learners on the Advanced Apprenticeship three-year programme, success rates were even higher, at over 98%. PHOTO CAPTION: As part of their exchange visit, S&B Automotive Academy arranged for the German apprentices to visit Hampshire bus operator, Bluestar, at its Barton Park depot. The students are pictured with S&B’s Andy West (3rd right) and Steve Prewett, Bluestar’s Area Engineering Manager (2nd right). Ends http://www.sandbaa.com
  • Romelu Lukaku: Everton set to sign Chelsea striker

    Everton are close to signing Belgian World Cup striker Romelu Lukaku from Chelsea on a reported five-year deal.