Unheard, passive complaints about the service from energy suppliers pose a challenge to the sector, the Energy Ombudsman has said.
According to analysis of Ofgem data by consumer group Which? almost 3 million complaints were not reported to energy suppliers in the year to September 2019. Had they been reported, complaints may have reached almost 7 million.
Which? found the most common reason customers did not complain to their provider is because they thought it would not make a difference. Other reasons reported included “I couldn’t be bothered” and a belief they did not have the time to do so.
Billing and payments were the most common cause for complaints, followed by customer service and switching.
Source: Which?
In response to the research the Energy Ombudsman said it recognised many of the findings and pointed to its 2019 Consumer Action Monitor (CAM) which revealed that many complaints aren’t acted on, with younger generations and vulnerable people in particular tending to “suffer in silence”.
Jodi Hamilton, relationships director at the Energy Ombudsman, said: “We found that 70 per cent of people in vulnerable circumstances suffered in silence rather than complaining, compared to 47 per cent of the rest of the population.
“These unheard, passive complaints pose a challenge for the sector because, as we all know, complaints are one of the best sources of innovation and improvement for any business. There is also a risk that disillusioned, passive complainers will simply vote with their feet by switching away.
“For suppliers, we think part of the solution to the issue of passive complaints is to ensure that your complaints process is as simple, accessible and inclusive as possible.
“As the Ombudsman we are keen to work collaboratively with any energy supplier that wants to improve its complaint-handling process, by sharing our insights and experience in this area.”
Natalie Hitchins, head of homes products and services at Which?, said: “Millions of energy customers are complaining about billing errors, poor customer service, or switching problems, but many more are so fed up that they don’t even think it’s worth picking up the phone – which suggests suppliers need to up their game.
“Our energy satisfaction survey shows some firms handle complaints much better than their rivals, so it’s always worth raising an issue with your supplier. You may find they resolve your problem swiftly – or realise that it’s time to think about switching.”