Following on from the news that Vodafone has been fined £4.6M for poor customer service and failure to advise customers about ADR comes the news that Co-operative Energy is to pay £1.8 million compensation to customers over service.
Ofgem said Co-operative Energy let customers down in its complaints resolution, call handling and billing processes.
The Co-operative also took too long to resolve a significant number of customer complaints.
Customers are increasingly choosing to vote with their feet and change supplier if customer Service experience is poor. That is why we recommend using alternative dispute resolution if a customer complaint cannot be resolved. Failure to do so can cost millions in the case of a regulated company. For others it can result in damaged reputation and loss of business as well as possibly Court fees and legal costs if the customer goes down that route.