One of the UK’s largest energy companies OVO is to pay £2.37m in compensation for customer complaint failures.
Energy regulator Ofgem said OVO will pay £378,512 directly to affected customers, with an additional £2m to the Energy Industry Voluntary Redress Scheme “in recognition of the severity of consumer detriment caused”.
As many as 1,395 people were affected by lengthy delays in having complaints addressed, Ofgem said, with some waiting 18 months. Affected customers will be contacted directly and do not need to take any action, it said.
When complaints were escalated to the Energy Ombudsman, there were delays in taking action on the decisions, the regulator added.
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