EDF Energy has agreed to make a £3 million contribution to Citizens Advice Energy Best Deal Extra and Plymouth Citizen’s Advice Bureau in recompense for poor customer complaint handling.
Ofgem said that migration of accounts during EDF Energy’s implementation of a new IT system during 2011 led to a significant increase in complaints from customers, specifically relating to call waiting times between May 2011 and January 2012. EDF Energy also failed to record compaints or steps take to resolve them properly.
Ofgem imposed a nominal penalty of £1.