Utility Warehouse fined £1.5million after failing customers in debt – your rights explained
In some cases, this led to the unnecessary installation of pre-payment meters under warrant, the investigation found.
Cathryn Scott, director of enforcement and emerging Issues at Ofgem, said: “Energy suppliers are required to look after their customers, especially those in vulnerable situations. “Between 2013-2019, Utility Warehouse failed to take the necessary steps to treat some customers in payment difficulty fairly, depriving them of the opportunity to manage their energy debt and ongoing energy costs."Energy companies are supposed to look after their customers, particularly those in tricky situations such as debt.
Utility Warehouse will have to pay £1.5million to Ofgem's redress fund for charities, but customers won't be offered compensation.In future, though, you can complain if you believe a supplier is treating you unfairly. You should complain directly to the company before moving it on to the energy ombudsman if they don't reply.We pay for your stories!
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