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Which? is calling for six “fixes” to the energy market as it today revealed the big six suppliers received 5.6 million complaints between them in 2013.
Npower, which has had problems with a new billing system, had the most complaints at 1.4 million. By the last quarter of 2013, its complaint rate had soared to 80 for every 1,000 accounts, nearly double that of second-worst EDF Energy. Scottish Power had the least of the major suppliers on 300,000.
The consumer watchdog said regulators should order a full competition investigation into the sector when they complete their market review in March. That follows heavy hints from energy secretary Ed Davey this week that he would like to see an investigation.
Which? executive director, Richard Lloyd, said: “Millions of people are unhappy with the service they receive from the suppliers which, combined with low levels of trust is yet more evidence that more must be done to fix the broken energy market.
“Next month we want the regulators to refer the energy market to the Competition and Markets Authority and launch a full scale inquiry. This is the first and most important step towards a more radical reform of the energy market, giving hard-pressed consumers the confidence that they are paying a fair price.”
Splitting up the big six, introducing 7-day switching, and freezing or scrapping the carbon floor price were also on the Which? wishlist.
Independent supplier Ecotricity took the opportunity to boast of receiving only 500 complaints last year, or 1.74 for every 1,000 customers. It is the fourth year running Ecotricity has got the lowest level of complaints in the industry, the company said.
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