EDF Energy has been ordered to pay £3m "to benefit vulnerable customers" following an Ofgem investigation into how the company handled complaints.
The investigation came after a 30% rise in complaints after the introduction of a new IT system in 2011. The company did not have the means to properly receive, record and process customers' grievances. All six of the big energy firms have now had to make similar payments within the last two years. Ofgem's Sarah Harrison said it was now time to "put customers first". She added that: "EDF Energy failed to have sufficiently robust processes in place when they introduced a new IT system and this led to the unacceptable handling of complaints......Read more here