Ofgem secures free energy for npower customers with late resolution of Ombudsman decisions

Publication date
21st July 2015
Information type
Policy area

Some npower customers’ Ombudsman rulings have been left outstanding for over 28 days. Ofgem has ensured they will now receive free energy until npower has fully implemented the rulings.

Customers affected by this up to 21 July will also have any outstanding debt on their account written off by npower. For those consumers affected by late remedies after this date, npower will provide them with free energy on their account. They will also consider clearing debt on these customers’ accounts on a case by case basis.

Npower will now write to the affected consumers to confirm the actions they are taking. Ofgem’s investigation into npower’s customer services issues continues.

Anthony Pygram, senior partner at Ofgem said: “We’re pleased that we have been able to secure free energy for npower customers waiting longer than 28 days for a resolution to their Ombudsman complaint. And we welcome the company’s commitment to working with us to put things right.

“We expect npower to implement Ombudsman decisions on time. Our intervention has only been necessary because of npower’s failure to do this. This has led to further frustration for affected customers who have already been waiting some time to have their issue resolved. We are continuing our investigation into npower’s customer service issues and expect significant improvements from the company to address these.”

Notes to editors

1. About Ofgem

Ofgem is the independent energy regulator for Great Britain. Its priority is to make a positive difference for consumers by promoting competition in the energy markets and regulating networks.

For facts, figures and information about Ofgem’s work, see Energy facts and figures

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