Energy provider OVO to pay nearly £2.4m for customer complaint failures
Ofgem finds OVO failed to respond to 10% of complaints within eight weeks
OVO Energy has been ordered to pay nearly £2.4m for failing to handle customer complaints properly.
Ofgem, the energy regulator, found that OVO failed to respond to 10% of complaints within eight weeks, the target time set by the regulator. The company also failed to resolve 38% of complaints within eight weeks, against a target of 90%.
OVO has agreed to pay £2.38m to affected customers and a further £30,000 to Ofgem's voluntary redress fund.
OVO admits 'shortcomings'
OVO has admitted that it has "fallen short" of the standards expected of it.
"We are very sorry for the inconvenience and distress this has caused our customers," a spokesperson said.
"We have taken steps to improve our complaints handling process and we are committed to providing a better service for our customers."
Ofgem warns other suppliers
Ofgem has warned other energy suppliers that it will not hesitate to take action against them if they fail to meet their obligations to customers.
"We expect all suppliers to handle complaints fairly and efficiently," a spokesperson said.
"We will continue to monitor suppliers' performance and take enforcement action where necessary."
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