Ofgem fine NPower £2 million for mishandling customer complaints


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Considered as one of the "big six" energy suppliers, NPower, has landed a £2 million fine from industry regulator, Ofgem, according to an article published by the Daily Mail.

Ofgem stated that the fine was incurred as the company failed to handle customer complaints in the correct manner; the indiscretion of mishandling the complaints includes failing to record all details of the complaints made and failing to implement a process to deal with complaints.

Senior partner for sustainable development for Ofgem, Sarah Harrison commented on the decision to issue npower with a fine.

She said: "Consumers have a right to expect that energy companies will comply with the standards.

"NPower failed to do so and, although it took remedial action, it has incurred a penalty for failing consumers."

The fine follows the record penalty (£2.5 million) imposed on British Gas back in July, also for failing to deal with customer complaints correctly.

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