Thursday 22 September 2016

E.ON pays £3.1m for missing customer appointments

E.ON pays £3.1m for missing customer appointments

E.ON is paying £3.1 million for missing customer appointments and failing to compensate them.

Ofgem said the Big Six supplier has paid £1.2 million to customers and is paying £1.9 million to National Energy Action’s 'Help for Heroes' scheme.

In 2014, E.ON reported it had missed some appointments with customers and hadn’t compensated them as required by the Guaranteed Standards.

The regulations require suppliers to meet minimum standards of customer service, including when they need to visit customers properties. If they fail to do so, they must pay compensation.

After providing the information to Ofgem, the regulator worked with E.ON to make improvements and agree a redress package rather than take formal enforcement action.

Ofgem’s Chief Executive Dermot Nolan said: “E.ON fell well short of the high standards we expect for consumers when it missed appointments and then failed to compensate customers.

“It’s crucial that suppliers provide their customers with a fast and effective service and make amends when things go wrong.”

The regulator added E.ON has improved its customer services processes.

E.ON said it wrote to around 24,000 residential and business customers who were affected, explained what happened and gave them cheques for the missing amounts.

A spokesperson added: “As part of the Guaranteed Standards, we make a payment to our customers when our representatives don’t arrive at a customer’s property for an appointment when we say they will. We also make a further payment to the customer if the initial payment is not made within 10 working days.

“As outlined in the Ofgem statement, we identified and updated Ofgem that we had not consistently made these payments, £20 for a failed gas appointment and £22 for a failed electricity appointment, between 2011 and December 2015 to some of our customers."

Written by

Bruna Pinhoni

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