Quicker Resolution for Customer Complaints

12th October 2007

By the end of the year, customers across England, Scotland and Wales will be able to turn to the independent Energy Supply Ombudsman - about any complaint with their electricity and gas supplier - after eight weeks rather than twelve weeks*. This reduction in time has been agreed by the six member companies** under the auspices of the Energy Retail Association.

The Energy Supply Ombudsman is the free and independent service for people who cannot resolve their complaint with their energy supplier. Its job is to investigate complaints fairly, listen to both sides of the story and make a decision based on the facts. The Ombudsman, Ms Elizabeth France CBE, has the power to award compensation up to £5000 which is binding on the energy supplier.

Duncan Sedgwick, chief executive of the Energy Retail Association, said: “This is a progressive step being made by the energy industry and it demonstrates our commitment to independent resolution of customer concerns. Over the last four years, complaints about doorstep sales have decreased by 97% while complaints about switching supplier have decreased by a further 75%. The total number of complaints around billing issues have also gone down by 50% during this timeframe.”

Elizabeth France, Energy Supply Ombudsman, said: “It is imperative that complaints are resolved as quickly as possible.  We welcome the initiative taken by the industry so early in the life of the Ombudsman Service to move from twelve to eight weeks.”

* Complaints should be resolved by the energy supplier as soon as possible.  If the supplier cannot resolve the problem then the customer should be signposted to the Energy Supply Ombudsman.  The period of eight weeks is the maximum time an energy supplier has to resolve a complaint before the complaint can automatically be considered by the Ombudsman.

** The member companies are British Gas, EDF Energy, Powergen, npower, Scottish Power and Scottish and Southern Energy

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Notes to editors

1. The Energy Retail Association (ERA), formed in 2003, represents Britain's domestic electricity and gas suppliers in the domestic market in Great Britain. All the main energy suppliers operating in the residential market in Great Britain are members of the association - British Gas, EDF Energy, npower, Powergen, Scottish Power, and Scottish and Southern Energy.

2. For further information, please contact:

Claire Gibson / Press Officer

Nicola Bowles / Head of Communications & Media Relations

020 7747 5432 / 020 7930 9181

3. For further information about the Energy Supply Ombudsman please contact Andrew Bradley, Communications Manager, on 01925 430880