Ofgem orders Solarplicity to make significant customer service improvements

22 Feb 2019 03:19 PM

Ofgem has issued a provisional order on Solarplicity, banning the energy supplier from taking on new customers and increasing vulnerable customers’ direct debits, due to its poor switching process and customer service. 

The ban will remain in place for three months unless Solarplicity significantly improves by: 

Ofgem has sought improvements in Solarplicity’s customer service, which has been poor for a number of months.

Between March 2018 and September 2018, there was an unacceptably high proportion of calls abandoned and unacceptably long call waiting times. Whilst call handling has improved, Ofgem has not seen the required improvements elsewhere. 

Ofgem has issued the provisional order to prevent further harm to Solarplicity’s customers. Ofgem will continue to monitor Solarplicity’s behaviours in the coming months.

If Solarplicity fails to make improvements within three months, Ofgem can confirm theprovisional order to extend the ban.

Ultimately, if the supplier fails to improve Ofgem can take steps to revoke its licence.

Mary Starks, executive director of consumers and markets at Ofgem, recently said: 

“We have taken action against Solarplicity to protect its customers from experiencing further detriment. 

“Solarplicity must get its house in order and provide a level of service that its customers expect. If not, Ofgem will take the necessary steps to ensure customers are further protected and will take the relevant action needed to do this, which may result in its licence being revoked.”   

Notes to editors

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