complaints

Water bill jargon ‘alienating’ customers

Ombudsman Services calls for powers to protect more SMEs

Matthew Vickers, chief executive at Ombudsman Services, has called for powers to protect more SMEs. Under current rules the service is only allowed to investigate complaints made by individual consumers and microbusinesses with fewer than 10 employees.

Four companies warned by water watchdog over complaints

The Consumer Council for Water (CCWater) has singled out four companies for continued issues with handling customer complaints. However, there was more positive news across the water sector as a whole.

Southern bucks complaint trend with 40% reduction

Southern Water has been named as one of the UK's top ten companies for dealing with complaints

Ombudsman sees surge in complaints about Eversmart

Ombudsman receives more than 3,000 complaints against Solarplicity

Report shows ‘disparity’ in complaint satisfaction figures

A YouGov survey of a nationally representative sample found a disparity between how many customers energy retailers thought were satisfied compared with what customers were saying.

Ombudsman receives 2,000 Solarplicity complaints

Solarplicity has been subject to almost twice as many complaints so far this year than during the whole of 2018, the Energy Ombudsman has revealed.

Ofwat may need to tackle poor retailers, says CCWater

Regulatory action may be required to tackle the root causes of growing complaints from businesses about their water and sewerage services, the Consumer Council for Water (CCWater) has warned.

English water retail market sees drop in customer trust

Research undertaken by the Consumer Council for Water (CCWater) has detailed a drop in levels of satisfaction and trust from non-domestic customers with their water companies. According to the figures, 87 per cent were satisfied with their water services in 2018, compared to 93 per cent in 2016.

Water retailers fail to get business complaints down

Water retailers have failed to “turn the tide” on business complaints, which have remained high in the second year of the open market, the Consumer Council for Water has warned.

Business water complaints drop for the first time

Eight steps to an effective complaints handling process

"One of the key lessons is that businesses looking to improve their complaints process should go back to basics"

MPs propose compulsory metering powers for water firms

Water industry has a long way to go on complaints

"The fact Southern finds itself bottom for the sixth straight year shows that reputational damage is not always enough of an incentive"