EDF Energy pays £3m for complaints breaches

EDF Energy is to pay £3m to help vulnerable customers after an Ofgem investigation found the company had breached complaint handling rules.

The investigation followed a 30pc jump in complaints recorded by the energy provider when it was moving customers to a new IT system in 2011.

Ofgem found that between May 2011 and January 2012, EDF Energy did not have appropriate procedures in place to properly receive, record and process all customers’ complaints.

"EDF Energy encountered a number of unexpected technical problems that resulted in many customers experiencing unacceptably high call waiting times with many deciding to hang up before getting through to a customer services operator, " the energy regulator said.

"When customers did get through, there was evidence of complaints where the supplier had failed to record all the required details for the complaints received."

Sarah Harrison, Ofgem’s senior partner with responsibility for enforcement, said: “EDF Energy failed to have sufficiently robust processes in place when they introduced a new IT system and this led to the unacceptable handling of complaints."

“It’s now vital for EDF Energy and the industry as a whole to truly put customers first and put adequate resources in place to deal with complaints. Following our reforms, it has never been easier for consumers to switch supplier and therefore those unhappy with the service they receive are able to vote with their feet.”

EDF is paying the £3m to the Citizens Advice ‘Energy Best Deal Extra’ scheme and the Plymouth Citizen Advice Bureau’s Debt Helpline.

Ofgem said EDF Energy staff took action quickly to rectify the problems and company had publicly apoligised to their customers for the significant disruption cause.

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