E.ON shells out £3.1m over missed appointments

Energy company E.ON is paying out £1.2m to customers and £1.9m to energy charities for missing appointments and then failing to compensate customers as required by the industry’s guaranteed standards.

Energy regulator Ofgem’s guaranteed standards require suppliers to meet minimum standards of customer service, including when they need to visit customers’ premises. If suppliers fall short, they must pay compensation.

E.ON came forward to Ofgem back in 2014, saying it had missed some appointments with customers and failed to pay them compensation.

Ofgem’s chief executive Dermot Nolan said: “E.ON fell well short of the high standards we expect for consumers when it missed appointments and then failed to compensate customers.

“It’s crucial that suppliers provide their customers with a fast and effective service, and make amends when things go wrong.”

The regulator said that after E.ON came forward to them, it was able to work with the company to make improvements and agree a redress package rather than take formal action.

It said E.ON has improved its customer services processes and will make sure its customers receive the compensation they are entitled to when things go wrong.