Ofgem has set out its key objectives and priorities to help carry out its principal duty to “protect the interests of existing and future consumers” in a rapidly changing energy sector. A major transformation is underway in the way energy is generated, used and purchased as the UK makes the transition to a low carbon,…

Water companies are failing to convince enough households their bills are fair and they provide value for money, according to a new report by the Consumer Council for Water (CCWater). The consumer group’s latest annual Water Matters survey shows there remains a gulf between customers’ high satisfaction with their water and sewerage services and much…

Ofwat has written to Anglian Water, SES Water, Thames Water, and Yorkshire Water to give them early notice that it has substantial concerns about their proposed costs for maintaining business as usual service (base expenditure) for the 2020-25 period. In the letter, Ofwat has urged suppliers to reconsider the cost hikes and to act ‘in…

Renewable energy supplier Green Star Energy has been ordered by Ofgem to refund £350,000 to customers over failings for renters. Ofgem said 1,829 new tenants were unable to access their Green Star Energy accounts and therefore could not access cheaper tariffs. The problem came as a result of Green Star not updating its records or issuing…

Three water retailers in England have been scolded for their poor performance after water and sewerage complaints from business customers rose sharply for the second successive year. A new report by the Consumer Council for Water (CCWater) shows that many retailers have failed to stem the flow of complaints, which have risen rapidly since non-household…

More than 413,000 households could be automatically switched onto expensive ‘default’ tariffs in the third quarter of 2019 if people do not switch tariff or provider when their deal comes to an end. In July, August and September 2019, there are 227 fixed energy tariffs coming to an end, according to new research by comparethemarket.com.…

Ten energy companies are failing to achieve even half marks (two out of five stars) in the latest customer service league table from Citizens Advice. That’s a quarter of the firms included in the table. The energy star rating assesses a wide range of customer service indicators, including numbers of complaints, call waiting times, and…

British energy customers are facing a potential bill of £172 million from the collapse of 11 suppliers since January 2018. On top of this, thousands of people who owed money to failed suppliers lost out on consumer protections and faced aggressive debt collection as a result, according to new research by Citizens Advice. Energy suppliers…

Citizens Advice has said that it is concerned that loyal customers have been penalised by nearly £3 billion since it submitted its super-complaint. The charity lodged a super-complaint in September calling for the Competition and Markets Authority (CMA) to outline how the loyalty penalty could be fixed in five essential markets (mobile, broadband, home insurance,…

Firms that overcharge or mislead their customers could be hit with direct fines without the need to go through a court, under plans unveiled by Business Secretary Greg Clark. The government has confirmed it will consult on giving the Competition and Markets Authority (CMA) new powers to decide itself whether consumer law has been broken,…

1 2 3 31