Ofgem has launched an investigation into Iresa’s customer service processes.
The investigation will examine whether Iresa broke rules relating to customer information and customer contact. This includes examining whether they treated customers fairly in their call handling and complaints processes, gave indebted customers sufficient notice that they were taking a debt repayment out of their account, or established with these customers their ability to pay the debt. This also includes examining whether they enabled customers to switch suppliers on request, in line with our rules, or refunded customers’ money in a prompt and timely way.
The opening of this investigation does not imply that we have made any findings about non-compliance by Iresa.
1. For more information on the licence conditions we are examining see our investigation into Iresa and its compliance with obligations under the following licence conditions:
2. Concerns were raised with Ofgem relating to a high level of complaints against Iresa, including through Citizens Advice and Ofgem’s consumer affairs teams.
For media, contact:
Ruth Somerville: 0207 901 7460
Media out of hours mobile: 07766 511470 (media calls only)
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