Today Energy regulator, OFGEM, and the Energy Ombudsman secured free energy for Npower customers who have had their complaints backed by the Energy Ombudsman but have waited more than 28 days for the problems to be resolved.
The decision will see Npower writing off the debt of roughly 1,000 customers that have been affected. They will also receive free energy until the complaint is resolved. The majority of customers that this affects had complained about billing issues. OFGEM figures show that Npower received the most customer complaints on 2014.
Commenting on the announcement, Chief Ombudsman Lewis Shand Smith says:
“Ombudsman Services decisions are legally binding upon the energy companies and should be implemented within 28 days of a consumer agreeing to a decision. Failure to implement remedies is detrimental to the complainant, damaging to npower’s reputation and undermines the value of the ombudsman service. In May we introduced new requirements that mean that failure to implement remedies in full within 28 days are met with tougher financial penalties.
We are therefore pleased with today’s announcement and have worked very closely with both OFGEM and npower to ensure the best outcomes for consumers who have been affected by delays in remedy delivery. We welcome the efforts npower has already made to bring this matter to a satisfactory conclusion for consumers and are confident that they will continue to work to ensure that remedies are implemented within the required timescales.”