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Voice of the Customer

New energy complaint figures from Citizens Advice show ScottishPower attracted a record number of customer gripes at the end of last year.

Citizens Advice releases the number of complaints each supplier receives each quarter. And in the final quarter of 2014 ScottishPower received a huge 1,163 per 100,000 customers, the highest number of complaints ever recorded against one energy firm.

In fact, complaints about ScottishPower increased by 588% over the course of the year.

The problems centred on its new billing system, which meant some customers didn’t actually receive a bill. Complaints levels got so bad that Ofgem actually banned the firm from selling energy for 12 days back in March.

Gillian Guy, chief executive of Citizens Advice, said: “New billing systems are routinely failing energy customers. In the last few years, four of the largest firms have introduced new billing systems, and their implementation has caused chaos for consumers.”

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