Customer complaints have forced energy market regulator Ofgem to conduct an experiment into one of the suppliers outside of the Big Six.
Usually it's one of the Big Six being investigated off the back of a high number of complaints - this time it's the turn of Extra Energy to be examined whether or not the supplier broke the rules on billing, customer service and complaints handling.
Looking back over the past five years, it has been found that Extra Energy received more complaints than any other supplier. Earlier this year Citizens Advice highlighted that the company averaged 1,682 for every 100,000 customers making it the highest recorded rate since 2011.
The company have assured Ofgem that they have since improved their customer services, making multiple changes including hiring 150 extra staff, relocating their offices to Birmingham, creating tamer sales pitches, and reducing call waiting times to an average of 45 seconds. Extra Energy attribute part of the problem to the growth of the company happening too quickly for them to cope with.
Ofgem's investigation is currently underway, however if they do find that Extra Energy has broken rules regarding customer handling then they will face a fine to the sum of 10% of it's annual turnover.
If you're not happy with the service your energy supplier is providing, you're not stuck. We can help you to facilitate the switch, and save money in the process. For free, impartial advice contact energyadviceline.org.uk