Tue Sep 17 07:15:29 UTC 2024: ## Ovo Energy Ordered to Pay £2.4m for Mishandling Customer Complaints
Energy supplier Ovo has been ordered to pay £2.4 million in compensation and fines for failing to handle customer complaints properly. The regulator, Ofgem, found that 1,395 Ovo customers experienced issues, including lengthy delays in resolving complaints, some stretching up to 18 months.
Affected customers will receive an average of £271 in compensation. Ovo will also contribute £2 million to the Energy Industry Voluntary Redress Scheme, which supports vulnerable consumers.
Ofgem stated that Ovo failed to provide adequate support and timely responses to customers in need. “Energy is an essential service, and when things go wrong, it can cause consumers a lot of distress,” said Jacqui Gehrmann, deputy director of retail compliance at Ofgem. “This is not acceptable.”
Ovo has acknowledged the issue, apologized to affected customers, and stated they have taken steps to improve their complaints handling processes.
This incident highlights Ofgem’s commitment to protecting energy consumers and holding energy companies accountable for their actions. The regulator has collected over £400 million since 2020 by enforcing rules and requiring companies to comply, using this money to support vulnerable customers struggling with energy bills.
This news comes as the energy price cap is set to rise by 10% on October 1st, placing further pressure on households already struggling with the cost of living crisis.
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