Bosses of the largest energy suppliers in the UK have admitted that they let their customers down through a combination of confusing bills, low quality service, and poorly handled complaints in a new report compiled by YouGov.
The private polling company's report will be delivered at the Energy, Politics and Consumer conference on Thursday (April 3). It will include private interviews conducted with unnamed executives in the industry. Bosses from three of the big six suppliers - nPower, SSE and E.ON - and a number of smaller energy suppliers participated in the study.
In the report, it's admitted: "Customers were taken for granted, service was poor, and no-one bothered to explain the situation to them."
The report also states that it was widely accepted within the energy industry that suppliers had themselves contributed to the creation of an opportunity for calls for prices to be frozen, as proposed by Labour leader Ed Miliband. He's proposed to freeze prices for two years should Labour win the next general election.
It then goes on to add: "The industry accepts that it has itself 'prepared the ground' for what happened: billing was often confusing, never transparent, and complaints were handled badly."
Shadow energy minister, Tom Greatrex, commented on the report. He said: "These comments vindicate everything Labour has been saying for the last two years on the dysfunctional nature of the energy market.
"It is unsurprising that people don't trust the industry and won't until the market is clear fair and transparent," he concluded.
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