billing bungles it has failed to resolve

  • Npower failed to resolve complaints to ombudsman within 28 days
  • Ofgem investing npower's 'customer service failings' since last June
  • Customers affected after 21 July will also be given free energy


Npower has been told it must give free energy to some of its customers who have complaints that it has failed to resolve in a timely fashion. Any customer with a complaint to the ombudsman that has remained unresolved for more than 28 days will receive free energy until their complaint is sorted. Customers affected by this up to July 21 will also have any outstanding debt on their account written off by Npower, the regulator Ofgem added. The regulator said it had secured the ruling on behalf of the affected customers - thought to be around 1,000 households. The regulator confirmed that Npower will provide free energy to customers affected after this date, although debt clearing would be considered on a case-by-case basis.....Read more here