Customers' complaints making a difference

01 November 2007
The energy industry has been "plagued" by poor customer service, but consumers are getting their message across, according to one expert.

According to the latest customer satisfaction survey from, British Gas was named the worst provider, but 64 per cent of its customers have seen an improvement in its service compared with 44 per cent last year.

Commenting on the findings, Ann Robinson, director of consumer policy at, said that consumers have "successfully forced the issue" of poor customer service with suppliers.

"As a result, consumer concerns seem to be getting more air time in suppliers' boardrooms and service levels are finally heading in the right direction," she claimed.

In related news, Paul Schofield, head of utilities at, recently urged consumers to consider paying two separate suppliers for their energy, rather than taking out a dual-fuel deal.

Mr Schofield said that British households could save money by choosing to separate their providers.

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