Energy > Stories

Energy customers victims of shocking customer service

Paul Jeffries
Dec 3, 2019


Energy firms have been blasted today for their appalling customer service.

Customers are being left on hold for up to 41 minutes they desperately try to get through to a human being on the other end of the line who can help them with their issue, analysis by Which? has found.

The consumer watchdog tested 36 energy companies with over 400 calls to see how long they took to answer customers' calls.

CUT OUT THE MIDDLE MAN AND GET CHEAPER ENERGY DEALS HERE

Which? said the provider which came bottom was Scottish Power, which left customers on hold for an average of 21 minutes.

This was over 20 minutes slower than the fastest company, So Energy, which took just 38 seconds on average to answer calls.

Bulb Energy, which took an average of 19 minutes before calls were answered, had the longest single call waiting time of 41 minutes and 48 seconds. 

Which? calculated it would be quicker for a Bulb customer living 25 miles away in Harlow to travel by train into London’s Liverpool Street station, next to Bulb’s HQ, to make a complaint in person. 

CUT OUT THE MIDDLE MAN AND GET CHEAPER ENERGY DEALS HERE

EDF Energy was the best of the Big Six, answering calls in three minutes and two seconds on average.

However, the watchdog found that over a fifth of suppliers kept customers waiting more than 10 minutes before answering.

Natalie Hitchins, Which? Head of Home Products and Services, said: “Energy customers should be able to expect good customer service from their supplier, so it is unacceptable that some people are facing waits of half an hour or more just to speak with an adviser. 

“If you are tired of poor customer service and wasted time on the phone, then you should switch to a provider that can better meet your needs, and potentially save you hundreds of pounds.”

Yet, the results were an improvement from when Which? carried out the same tests last year and found the longest average call answer time was 27 minutes 21 seconds with Spark Energy and the longest single time 72 minutes 40 seconds from Utilita.

CUT OUT THE MIDDLE MAN AND GET CHEAPER ENERGY DEALS HERE

Here at A Spokesman Said we love fighting for your rights and believe fervently in natural justice.

But these battles cost us money. You could help us fund these fights by using our price comparison site, A Spokesman Said for your energy, car insurance and household bills.

We’re just the same as Go Compare or any other price comparison site, so you won’t be losing out in any way - by helping us, you will be helping yourself.

Thank you for your support.

Are you paying too much for your energy bills?

We compare prices from the Big 6 and many other energy suppliers, getting you the very best price.