As the cost-of-living crisis grips the nation, energy consumers are increasingly voicing their frustrations with billing discrepancies and customer service nightmares. A survey conducted in 2023 of 10,218 energy customers, has shed light on the growing discontent among customers
The survey revealed that a staggering one-fifth of energy customers who had reached out to their providers in the past year were left exasperated by delayed responses. Equally concerning was the difficulty another fifth experienced in simply making contact with their energy company.
The primary reason for reaching out was to submit a meter reading, closely followed by inquiries regarding bills, and debit or credit balances. Notably, 4% of customers contacted their providers to lodge formal complaints.
For those who did file complaints, the dissatisfaction was more pronounced with the handling process than with the resolution itself. This indicates a systemic issue within customer service operations that companies must urgently address.
Navigating the Complaints Process: Tips for Effective Resolution
If you find yourself struggling to have your voice heard, consider these strategic approaches:
- Escalate Your Concern: Don’t hesitate to ask for your complaint to be escalated. Using the term “escalate” signals the seriousness of your issue.
- Leverage Technology: Utilise tools like Chat GPT to draft professional communications. Input your details and let the technology craft a compelling email or letter on your behalf.
- Highlight the Economic Context: Remind your provider of the ongoing cost of living crisis, emphasising the urgency and importance of addressing your concerns promptly.
- Remember the 12 Month Back Billing Rule: If an energy company has messed up your bills, they cannot go back further then 12 months.
As consumers navigate these challenging times, it’s crucial that energy companies step up their game in customer service and complaint resolution. Stay tuned as we delve deeper into complaint resolutions and further advice on ensuring your concerns are not just heard but acted upon.
