OFGEN turns up the heat

In a blistering decision against NPower, the energy regulator OFGEM yesterday announced a fine of £26m for wholesale failures in customer service. In addition, the regulator has threatened to ban the company from advertising or signing up new customers if it failes to pull up its socks in customer service. 

With less of a fanfare, the regulator also announced a settlement in the case against BES Commercial Electricity Ltd and Business Energy Solutions Ltd (together referred to as “BES”)  who had failed to comply with the requirements of their gas and electricity supply licences and also the Consumer Complaints Handling Standards) Regulations 2008 (the CHSRs). BES had earlier agreed to a settlement of £980,000.