12 February 2013

EDF Energy lead supplier dissatisfaction table

Over 8% of EDF customers complained to the energy company in the last quarter of 2012 making them the worst of the big six on this measure.

Quarterly Complaints Performance figures from the big six energy suppliers show EDF in "top” position for number of complaints received per 100,000 customer accounts with over 8% of customers complaining in the last quarter of 2012.

Under the rules devised by Ofgem, a complaint is defined as "any expression of dissatisfaction” and can include someone phoning up to complain about the company increasing their prices.

EDF's performance was particularly bad when you consider the average of the other five big six companies was 2.4% of customers complaining within the quarter.

It's not all bad news for EDF, they resolved a higher proportion complaints on the same day as receiving them than any company except E.ON with 92.3% resolved same day. They were joint second place with Scottish Power having just 1% unresolved after 8 weeks.

EDF have had historic customer service issues and experienced further problems transferring accounts to a new customer services system but say the new system is helping and improved online facilities are enabling customers to use self service options.

EDF are also proud of their Price Reassurance Scheme, where vulnerable pensioners on low incomes automatically benefit from EDF's cheapest available tariff. Though this in part is down to the regulator Ofgem baring it's teeth following an investigation into EDF's sales practices.

Though they had the lowest ratio of complaints with 1,359 per 100,000 accounts and a good long term clear up rate, Scottish Power were the worst at resolving issues immediately with only 68% complaints resolved same day.

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