Following an investigation, the regulator found EDF Energy in breach of the regulations between October 2008 and March 2009. During this time the company had not maintained all its records in the way that the new standards require when handling and resolving customer complaints.
However, EDF Energy acted promptly to address the areas of concern and voluntarily made payments totaling GBP200,000 to front line consumer advice services, Money Advice Trust and the Citizens Advice led scheme Energy Best Deal.
In light of these actions, Ofgem has decided in this case not to impose a financial penalty on EDF Energy.
Ofgem said that this is the first time it has a found a breach of the new regulations which took effect in 2008. The regulations help drive improvements in customer service, which is particularly important for consumers who are in dispute with their energy company.
The new regulations also support consumers’ right to take a dispute to the energy ombudsman where it cannot be satisfactorily resolved with the energy company.
