Ofgem has launched an investigation into the consumption information Ovo Energy gave some of its customers.
This includes the estimates the supplier gave customers about how much energy they used during winter 2016-17, and the accuracy of the annual consumption figures it published in the annual statements it sent out to them.
The investigation will examine whether Ovo breached licence conditions related to giving customers consumption information that is accurate, or based on a best estimate, complete, and not misleading.
When approached, a spokesperson for Ovo, said: “We have a great track record in customer service and are always open to ways to improve it.”
Ovo is one of the largest privately-owned companies outside the big six suppliers. It has tried to differentiate itself by offering what it has described as “fair prices and unbeatable customer service”.
It came out as the top performing energy company across England, Scotland and Wales, according to the results of a consumer watchdog survey last year.
Ofgem said incorrect consumption figures can lead to customers receiving inaccurate bills, annual statements and other important information: “This in turn can lead to customers being unable to properly manage their accounts and deciding to switch based on incorrect information.”
It added the opening of this investigation does not imply it has made any findings about non-compliance by Ovo.