Andrew leads our Operational Team and is our expert when it comes to all the ins and outs of car hire excess insurance.
Quarterly Complaints Performance figures from the big six energy suppliers show EDF in "top” position for number of complaints received per 100,000 customer accounts with over 8% of customers complaining in the last quarter of 2012.
Under the rules devised by Ofgem, a complaint is defined as "any expression of dissatisfaction” and can include someone phoning up to complain about the company increasing their prices.
EDF's performance was particularly bad when you consider the average of the other five big six companies was 2.4% of customers complaining within the quarter.
It's not all bad news for EDF, they resolved a higher proportion complaints on the same day as receiving them than any company except E.ON with 92.3% resolved same day. They were joint second place with Scottish Power having just 1% unresolved after 8 weeks.
EDF have had historic customer service issues and experienced further problems transferring accounts to a new customer services system but say the new system is helping and improved online facilities are enabling customers to use self service options.
EDF are also proud of their Price Reassurance Scheme, where vulnerable pensioners on low incomes automatically benefit from EDF's cheapest available tariff. Though this in part is down to the regulator Ofgem baring it's teeth following an investigation into EDF's sales practices.
Though they had the lowest ratio of complaints with 1,359 per 100,000 accounts and a good long term clear up rate, Scottish Power were the worst at resolving issues immediately with only 68% complaints resolved same day.
If you aren't already on a discounted or fixed tariff, or if the deal you are on has expired, you can almost certainly save money on your energy. Over the last 60 days our customers saved an average of £208pa on their energy bills. Energy suppliers offer their best rates to those paying by monthly direct debit so if you pay quarterly or by cheque it's worth changing to direct debit if you can. Even if you stay with quarterly payment or have a prepayment meter you can still save money using the MoneyMaxim energy comparison service.