Member Article

EDF Energy under investigation by watchdog

Energy watchdog Ofgem is investigating French energy firm, EDF as the provider receives an increased number of complaints from customers.

Staff across the the company’s call centres, including its Doxford Park operation in Sunderland, have been faced with a surge in complaints following the introduction of a new customer care system.

Ofgem are already conducting an ongoing investigation which looks at complaint response times, and may signpost customers towards the Energy Ombudsmen if the complaints remain unresolved.

British Gas and Npower have also been investigated, resulting in fines of £2.5 million and £2 million respectively.

EDF customer services director Steve Hayfield previously told the Financial Mail: “I hold my hands up, we have let our customers down badly - especially in June and July.”

In a statement, EDF said they were investing over £160 million in new customer service systems to allow customers to manage their accounts.

They said: “We recognise that during this ‘bedding-in’ period some of our customers have found it difficult to reach us via our call centres, and we are really sorry for the inconvenience that this is causing.

“Currently over 50% of calls are being answered in under 5 minutes and we are working hard to improve further on this.”

This was posted in Bdaily's Members' News section by Tom Keighley .