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Ofgem has launched an investigation into whether Extra Energy broke rules relating to billing, customer service and complaints handling.
The investigation will examine whether Extra Energy breached Ofgem’s Standards of Conduct which ensure suppliers treat customers fairly.
The news comes after Extra Energy performed worst amongst the UK’s 20 largest suppliers for dealing with customer complaints, according to a Citizens Advice league table last month. The table revealed that the supplier received 1,682 complaints per 100,000 customers – the highest complaints ratio ever recorded in the table’s five-year history.
The supplier’s managing director of operations Ben Jones said at the time: “It is true to say that the first quarter of the year was a challenging period and some customers were affected. We apologise unreservedly to every single customer who has experienced problems.”
The company also faced pressure earlier this year after it became the twelfth supplier obligated under the government’s Energy Company Obligation (Eco) scheme and will now be required to install energy efficiency measures in customers’ homes.
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