Energy company landed a hefty fine
If you’ve had billing issues and trouble with complaints at Npower, you could be in line for some compensation.
Billing problems affected more than half a million customers between September 2013 and 2014, which led to complaints that were not properly dealt with, according to regulator Ofgem.
Npower is now due to pay out £26m to customers and charity.
The problem arose when the company introduced a new IT system which resulted in late and inaccurate bills – and more than two million complaints.
Dermot Nolan, Ofgem chief executive, said: “Npower failed its customers. Not only have its billing and complaint handling procedures been chaotic, it treated many of its customers poorly, which is completely unacceptable.
“Npower’s management failed to act quickly enough to protect its customers when things went wrong with changes to its IT system.”
Simon Stacey, managing director of domestic markets for Npower, said: “The last few years, since we changed the systems that support our domestic business, have been very disappointing for our customers – and for Npower.
“We are very sorry about what has happened and that is why we have agreed this significant package of customer redress.”