Money
Major energy suppliers ranked best to worst as charity says ‘people deserve better’ – and there’s a clear winner
THE UK’s biggest energy firms have been ranked from best to worst for customer service.
Charity Citizens Advice’s latest league table has revealed that ratings across the energy industry are showing “sluggish improvement”.
Fresh analysis from the consumer champion has seen EDF and Utilita named as the two worst suppliers for customer service.
They were followed by Rebel Energy and Octopus Energy.
At the other end of the scale, smaller firms like Ecotricity and Utility Warehouse claimed first and second place respectively.
They were then followed by E (gas and electricity) and Outfox the Market.
The league table rated customer service between April to June this year.
The average rating is now 3.07, which is a rise of almost 13% since the start of 2024 and a return to levels seen before the energy crisis.
However, the charity has warned more needs to be done as three in five customers are served by suppliers which score below average in the league table.
The news today comes after energy regulator Ofgem recently challenged suppliers to improve customer service, amid complaints about billing problems.
It also said the sector was found to be lagging behind others with higher customer satisfaction, such as banking.
Citizens Advice says “people deserve better” from their energy supplier and is renewing its call for a Consumer Duty.
This involves a new set of rules to give Ofgem stronger powers to hold companies to account and “set a higher bar” for customer service in the energy industry.
The charity says it’s already helping record numbers who have fallen behind on bills.
Recent research shows one in four people are so worried about increases in energy costs that they say they’ll be forced to turn off their heating and hot water this winter.
It also found that 5million people are currently living in households in debt to their supplier.
Energy companies are responsible for providing support, like affordable payment plans, to people who can’t afford their bills.
The charity is encouraging people to get in touch with their supplier if they need help.
It is also urging firms to continue upping their game so people can access the support they need this winter.
The report comes ahead of the October price cap rise which kicks in on the 1st.
The new price cap will see the average bill rise for around 28million households to £1,717 from £1,568 a year – an increase of 10%, or £149.
Overall, Citizens Advice found energy companies performed better in their ability to resolve customer complaints and call wait times have also continued to improve.
Dame Clare Moriarty, chief executive of Citizens Advice, said: “We’re bracing ourselves for another challenging winter. Whilst suppliers’ customer service improved in the spring, firms need to continue upping their game to ensure people can access support in the colder months.
“With energy debt at a record high and the removal of previous support packages, the government must also urgently introduce targeted bill support that reflects the realities of people’s energy needs.”
Responding to Citizen Advice’s report, Ofgem says it has been “working hard” with the sector.
An Ofgem spokesperson said: “Energy consumers deserve an easy and reliable service from their supplier.
“We’ve been working hard with the sector to drive up standards and create a more customer-centric energy future.
“This includes strengthening our procedures to take firmer action against suppliers when things go wrong and toughening up the rules around customer bills for greater accuracy.”
The regulator added that it’s clear the work of the government, regulator, consumer groups and firm is starting to make a difference.
Adding: “But there is lots more work to be done to ensure exceptional customer service is the norm across the board and the energy sector is among the best sectors for how customers are treated.
“We will use all the powers at our disposal to get there.”
Where does your energy firm rank?
Citizens Advice has scored suppliers out of five on customer service categories including call wait times, how long it takes to get an email reply and accuracy of energy bills.
Utilita came 15th in the ranking with a 1.86 rating for April to June – it also only scored 1.5 stars out of five.
In 14th place is EDF, with a rating of 2.41 and just two stars.
Rebel Energy received a 2.68 rating – putting it in third to last position. It received 2.5 stars.
Utilita, EDF, and Rebel Energy have all been contacted for comment.
At the other end, Ecotricity secured the top spot with a 3.77 rating and 3.5 stars.
This is the same rating it received in the months between January to March.
In second place came Utility Warehouse with three stars and a 3.42 rating.
The third position went to E (Gas and Electricity) also with a rating of 3.42 and three stars.
What energy bill help is available?
THERE’S a number of different ways to get help paying your energy bills if you’re struggling to get by.
If you fall into debt, you can always approach your supplier to see if they can put you on a repayment plan before putting you on a prepayment meter.
This involves paying off what you owe in instalments over a set period.
If your supplier offers you a repayment plan you don’t think you can afford, speak to them again to see if you can negotiate a better deal.
Several energy firms have grant schemes available to customers struggling to cover their bills.
But eligibility criteria varies depending on the supplier and the amount you can get depends on your financial circumstances.
For example, British Gas or Scottish Gas customers struggling to pay their energy bills can get grants worth up to £2,000.
British Gas also offers help via its British Gas Energy Trust and Individuals Family Fund.
You don’t need to be a British Gas customer to apply for the second fund.
EDF, E.ON, Octopus Energy and Scottish Power all offer grants to struggling customers too.
Thousands of vulnerable households are missing out on extra help and protections by not signing up to the Priority Services Register (PSR).
The service helps support vulnerable households, such as those who are elderly or ill, and some of the perks include being given advance warning of blackouts, free gas safety checks and extra support if you’re struggling.
Get in touch with your energy firm to see if you can apply.
How do I complain about my energy supplier?
Similar to financial services firms, energy companies have to have a complaints procedure for customers to follow.
When you make a complaint, make sure you follow this so they have the information they need to resolve the issue.
Simply explain what the problem is and what you want your supplier to do about it.
Check your energy supplier’s website for an explanation of how to launch a complaint.
Energy suppliers have eight weeks to respond and come to a decision.
If it doesn’t or you’re not happy with the response, you can take the firm to the Energy Ombudsman.
The Energy Ombudsman may be able to help if you have a complaint about an energy or communications provider.
Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it.
You must also have received a so-called deadlock letter, where the provider refers your complaint to the Energy Ombudsman.
You can also complain if you haven’t had a satisfactory solution to your problem within eight weeks.
The Energy Ombudsman then bases its decision on the evidence you and the company submit.
If you choose to accept its decision, your supplier then has 28 days to comply.
The Ombudsman’s decisions are binding on the energy company.
If your supplier refuses to follow the instruction, the Ombudsman may get in touch with Ofgem to remedy the situation – but there’s no set period for escalating issues to the regulator and it’s not up to the customer.
If an individual chooses not to accept the Ombudsman’s final decision, they lose the right to the resolution offer.
Customers still have the right to take their complaints further through the courts.
But remember this can be a costly and lengthy exercise, so it’s worth thinking carefully before taking this step.
Do you have a money problem that needs sorting? Get in touch by emailing money-sm@news.co.uk.
Plus, you can join our Sun Money Chats and Tips Facebook group to share your tips and stories
Money
I was refused access to my own bank account and turned away from my local branch – I was treated like a criminal
A BRIT OAP was refused access to his own bank account and was “treated like a criminal” before being turned away from a Halifax branch.
David Drew, 90, was left outraged after he was told he couldn’t see the local branch manager.
The retired shipping and cruise line worker feared he would not be able to pay his £5,600 monthly fees for his care home in Southampton, Hants.
Mr Drew has two savings accounts with the bank which have remained untouched for 30 years and left him with a substantial sum of money.
Having emptied his other accounts at other banks including Barclays, to pay for his place at Oak Lodge Care Home, he eventually had to dip into these savings.
Without having had any issues anywhere else, Mr Drew was shocked to learn he could not access his Halifax funds due to his passport and driving licence being out of date.
Speaking after the ordeal, he said: “It’s security gone mad.
“I’ve worked for 48 years of my life and I feel like I’ve done my bit.
“But now I feel like I’m being treated like a criminal when I haven’t done anything wrong.
“I don’t get out too much as I’ve not been very well and I don’t see the need in having to update my passport when I’m never going to use it again.
“The whole thing has been very stressful.”
Attending with a carer, he asked to see a manager but was told there were none available.
Despite being assured they would call him back, they did not pick up the phone for days – leaving him stressed.
He continued: “It was nearly two weeks, and I didn’t hear anything, I think it’s really poor and I’ve been disappointed by their whole attitude.
“I’d have liked them to be a bit more understanding and to help me.
“I offered them the opportunity to phone the care home to get my identification verified but they just didn’t seem interested.
“I think I can just about make my payment for next month but then I don’t know where the money is going to come from.”
Halifax has now admitted they “didn’t get this right” and since moved his savings into his current account and agreed to pay him compensation for his troubles.
The bank even apologised to the pensioner
A spokesperson said: “We’re sorry we didn’t get this right when he first contacted us and will be making a payment in recognition of this.”
Banks don’t have to explain why they’re closing your account
UNDER current rules, banks don’t always have to explain their reasons.
Guidelines for banks say: “You don’t have to explain to a customer why you’ve closed their account, but it can be helpful to do so.”
The Government wants to bring in new rules forcing banks to give account holders three months’ notice before shutting their accounts and provide an explanation.
But even then this wouldn’t apply where the bank suspects fraud.
Even now, it’s still worth asking your one to explain its decision as it has a duty to treat you fairly.
You can write to them saying you wish to make a “subject access request” to find out more information about why you’ve been ditched.
Why might my account be closed?
Your bank could decide to dump you simply because you don’t meet its terms and conditions.
For example, when you signed up you might have agreed to pay in a certain amount each month or to set up several direct debits.
In this type of situation, the bank would need to give you at least 30 days’ notice so you can move your money elsewhere.
Which? Money editor Jenny Ross says: “Under some circumstances, banks are allowed to close accounts without notice and without providing a reason.
“This includes suspected fraudulent use of the account.”
Your bank could put an immediate freeze on your account if it sees spending or large transfers in or out that seem suspicious.
It might block money from leaving your account to help protect you if it’s worried that you’ve fallen victim to fraudsters.
Similarly, if a large amount of money is received, it might suspect you’ve been caught up in a money-laundering operation.
Fraudsters can manipulate customers into becoming so-called money mules.
This means that they might be helping crooks to move around cash earned from crime without even knowing it.
Sometimes victims believe they are helping out a friend or that they are being paid for a job that seems legitimate.
After putting a temporary freeze on your account, the bank will then investigate more thoroughly.
If it’s still unsatisfied after this, it can permanently close your account.
What should you do if your account is closed?
It’s important to try to find out if there are any problems that might have triggered the closure.
For example, it might be that crooks have stolen your identity and applied for loans in your name.
Start by running a free credit check through a service like moneysavingexpert.com’s Credit Club, Credit Karma or Clearscore.
It’s best to try all three if you’re concerned in order to cover the three main credit agencies that keep records of your financial dealings.
The reports should help you spot if there are any accounts that you don’t recognise.
If you’re worried that your account might have been flagged as suspicious, you can also apply to two fraud-fighting organisations — Cifas and National Hunter – to find out what information they hold on you.
When you write, say that you would like to make a “subject access request”.
If you’re not happy with the way your bank has treated you, make a complaint.
After eight weeks, if the bank doesn’t respond or if you’re not satisfied, you can take your complaint to the Financial Ombudsman Service (FOS) for free.
If the FOS agrees that you’ve been treated unfairly and you can prove that you have lost out financially as a result, you might be able to get compensation.
Money
I sold iconic Marilyn Monroe dress for £25 to pay bills – I’m sickened to learn how much it’s worth now
A GREAT-gran who sold an original Marilyn Monroe dress for £25 to pay bills was shocked to learn it’s now worth £200,000.
Pam Harrison won the show-stopping sequinned corset when she was 15 after her mum entered her into a newspaper competition.
The green-and-black garment had been worn by the US star in 1956 romcom Bus Stop.
Marilyn even wrote to Pam to congratulate her.
But she sold the outfit for £25 in 1962, months before Marilyn died of an overdose at 36.
Pam, now 83, of Birmingham, recently discovered it was valued at £200,000 by an auction house in LA.
She said: “I could have made a fortune, but it wasn’t to be. I’ve had a happier life than Marilyn ever had. I’ve no regrets.”
Marilyn played saloon singer Chérie in Bus Stop and promo posters featured her in the dress.
Pam looked so good in it that she was approached to be a model — but her parents turned down the offer.
Four years later she and late husband Norman needed cash to keep their children fed and warm.
Pam added: “I said, ‘Let’s see if the dress can help’.
“The buyers had a shop and asked if could I lend them a telegram from Marilyn for the window.
“All I would’ve liked was for them to have returned the telegram.”
Money
‘Another one going’ cry shoppers as major retailer with 330 stores to shut branch as fans spot closing down sale
FANS have spotted a closing down sale at a local shoe shop – yet another outlet to shut up shop in the “ghost town”.
The Shoezone branch in Burgess Hill, West Sussex – one of 330 nationwide – was pictured with large “Closing Down Soon” banners.
The pictures were posted on the local Facebook page Burgess Hill Uncovered.
The caption read: “Shoe Zone are not renewing their lease at Market Place Shopping Centre, therefore the store will be closing in the near future. Sorry to hear this for the staff.
“How long do you think it’ll take the agent to fill the unit (if at all!) and what would you like to see come into the centre in its place?”
The post was met with a flurry of 162 comments, with many locals complaining about the number of recent closures in the area.
One wrote: “What a surprise, another one going… just keeps getting worse and worse…”
Another added: “It’s shocking the town is ruined.”
A third commented: “Everything is going to closed in burgess hill it looks like a ghost town.”
One commenter simply pasted the lyrics of the Queen song Another One Bites The Dust.
Others noted that there will be a scarcity of shoe shops in the area following the closure, which is set to take place in March.
One wrote: “Nowhere now in BH to buy a pair of shoes.”
Another said: “That’s really sad… And there isn’t one nearby either…. Probably Crawley will be the nearest one now.”
The news comes following a series of Shoezone closures over the last two years.
The high street chain closed 13 branches last year – including another in Sussex.
This year, it has closed its Watford branch and announced several other closures – including in Stoke-on-Trent and Inverness, Scotland.
High streets across the UK have suffered from decline over the past decade.
Since 2018, 6,000 retail outlets have brought down the shutters, according to the British Retail Consortium.
The trade association’s chief executive Helen Dickinson OBE blamed the closures on “crippling” business rates and the impact of coronavirus lockdowns.
Why are retailers closing stores?
RETAILERS have been feeling the squeeze since the pandemic, while shoppers are cutting back on spending due to the soaring cost of living crisis.
High energy costs and a move to shopping online after the pandemic are also taking a toll, and many high street shops have struggled to keep going.
The high street has seen a whole raft of closures over the past year, and more are coming.
The number of jobs lost in British retail dropped last year, but 120,000 people still lost their employment, figures have suggested.
Figures from the Centre for Retail Research revealed that 10,494 shops closed for the last time during 2023, and 119,405 jobs were lost in the sector.
It was fewer shops than had been lost for several years, and a reduction from 151,641 jobs lost in 2022.
The centre’s director, Professor Joshua Bamfield, said the improvement is “less bad” than good.
Although there were some big-name losses from the high street, including Wilko, many large companies had already gone bust before 2022, the centre said, such as Topshop owner Arcadia, Jessops and Debenhams.
“The cost-of-living crisis, inflation and increases in interest rates have led many consumers to tighten their belts, reducing retail spend,” Prof Bamfield said.
“Retailers themselves have suffered increasing energy and occupancy costs, staff shortages and falling demand that have made rebuilding profits after extensive store closures during the pandemic exceptionally difficult.”
Alongside Wilko, which employed around 12,000 people when it collapsed, 2023’s biggest failures included Paperchase, Cath Kidston, Planet Organic and Tile Giant.
The Centre for Retail Research said most stores were closed because companies were trying to reorganise and cut costs rather than the business failing.
However, experts have warned there will likely be more failures this year as consumers keep their belts tight and borrowing costs soar for businesses.
The Body Shop and Ted Baker are the biggest names to have already collapsed into administration this year.
Money
‘How cute are these’, parents cry as they clear shelves of Home Bargains shoes for kids selling for just £3
SHOPPERS are racing to Home Bargains to grab “amazing” slippers for kids selling for a dirt-cheap price.
A thrifty buyer shared her steal deal with a bargain-hunting Facebook group, claiming the identical clos are sold for £10 on the internet.
Home Bargain is selling kids’ clog slippers with fur lining for just £3.
Savvy parents are clearing the shelves of the retailer to buy pairs of the footwar for their tods after spotting the bargain deal.
Posting a picture of the proud discovery on the popular Facebook page Extreme Couponing and Bargains, the savvy customer wrote: “Selling just for £3 at Home Bargains.
“Identical to the ones that sell for £10 online.”
The post wracked up hundreds of likes and comments with many group members tagging pals to talk about the superb deal.
One user said: “I need to get these amazing pairs as soon as possible.”
While another said: “How cute are these.”
A third wrote: “Going tomorrow first thing in the morning to grab these.”
Do bear in mind that when prices are reduced by this much it’s usually in order for stores to clear excess stock, so availability will vary from store to store.
It’s always best to phone ahead to your local shop to check what they have available to avoid disappointment.
You can find your nearest Home Bargains store using the locator tool on the website.
It always pays to compare prices so you know you’re getting the best deal.
Prices can also vary day to day and by what deals are on at the time, plus remember you might pay for delivery if you’re ordering online.
You can compare prices on platforms like Google Shopping.
How to save money at Home Bargains
Knowing when to pick up products is one way to save money at Home Bargains.
Visiting your local branch at the right time of day, week and year can help you pick up bargains from as little as 69p.
We spoke to Tom Church, a shopping expert who reveals the best times to visit the store to bag a bargain.
Also join any shopper bargain Facebook groups such as Extreme Couponing and Bargains, as people love to share the news when they have bagged a cheap deal.
Be sure to look out for seasonal stock too, like most retailers, Home Bargains shashes its prices after big public holidays such as Christmas and Easter.
How to bag a bargain
SUN Savers Editor Lana Clements explains how to find a cut-price item and bag a bargain…
Sign up to loyalty schemes of the brands that you regularly shop with.
Big names regularly offer discounts or special lower prices for members, among other perks.
Sales are when you can pick up a real steal.
Retailers usually have periodic promotions that tie into payday at the end of the month or Bank Holiday weekends, so keep a lookout and shop when these deals are on.
Sign up to mailing lists and you’ll also be first to know of special offers. It can be worth following retailers on social media too.
When buying online, always do a search for money off codes or vouchers that you can use vouchercodes.co.uk and myvouchercodes.co.uk are just two sites that round up promotions by retailer.
Scanner apps are useful to have on your phone. Trolley.co.uk app has a scanner that you can use to compare prices on branded items when out shopping.
Bargain hunters can also use B&M’s scanner in the app to find discounts in-store before staff have marked them out.
And always check if you can get cashback before paying which in effect means you’ll get some of your money back or a discount on the item
Money
Labour could scrap criminal prosecutions for failing to pay BBC licence fee
CRIMINAL prosecutions for failing to pay the BBC licence fee could be scrapped by Labour.
Culture Secretary Lisa Nandy is understood to be “concerned” by the disproportionate number of women being punished.
And there is agreement between Ms Nandy and Justice Secretary Shabana Mahmood that taxpayers should not have to fork out for the “administrative burden”.
Almost 1,000 Brits are prosecuted every week for ignoring the £169.50 annual fee.
Seventy per cent are women.
They are more likely to be poorly paid, coping with single families or taking charge of household bills — and also more likely to be at home when investigators call.
But last night an insider said prosecutions will continue until at least 2027, when the BBC’s Royal Charter is due for renewal.
Ministers will then meet Beeb bosses to “explore options” for new funding models.
These are set to include decriminalisation.
Last year half a million people stopped paying as they opted for US-based subscription services instead.
At the same time former Culture Secretary Lucy Frazer branded criminal prosecutions “morally indefensible in modern times”.
A TV Licensing spokesman said: “We have a duty to enforce the law.
“But we have made considerable efforts to help people get licensed and offer help and support.
“Our focus on collecting the licence fee fairly and efficiently.”
Money
We found a mundane mug gathering dust in a loft for 20 years – now it’s sold for £13,500 due to unique detail
A MUNDANE ceramic mug left inside a loft for 20 years has been sold at an auction for a whopping £13,500 because of one unique detail.
The 87-year-old souvenir cup was designed by British artist Eric Ravilious for Wedgwood to mark the coronation of King George VI and Queen Elizabeth in 1937.
It is said to be a rare example because of its unique yellow and green detailing which had sat undisturbed in a box in the vendor’s loft since the late 1990s.
Adapted from a previous version intended to mark King Edward VIII taking the throne before his abdication, the design features celebratory fireworks and the royal coat of arms.
The mug was given an estimate of £800 when it went under the hammer at Gildings Auctioneers in Market Harborough, Leics earlier this week.
But it smashed its estimate and sold to a private buyer for £13,500 – more than 16 times its guide price.
Gildings director Will Gilding said: “We’re thrilled to achieve this astonishing result for this very special mug which although highly collectable, is still intrinsically just a mundane household item.
“We were unable to find any other examples of this particular colourway, which also has a slightly differently shaped rim to the other mugs in the sale, so this one may well be unique.
“As a result, we knew it had the potential to soar far beyond its guide price.
“But for the hammer to go down at £13,500 is truly remarkable and just goes to show the magic that can happen when two determined collectors identify a must-have treasure.”
The cup was from a collection of five of Ravilious’s 1937 Wedgwood coronation mugs – and was kept inside an attic for 20 years.
Three of the mugs in more commonly seen but still sought-after turquoise, blue and pink-based colourways sold for £270, £360 and £2,700 respectively.
Another blue version made for the planned coronation of Edward VIII fetched £480.
Born in 1903, Eric Ravilious was a highly regarded Sussex-based painter, designer, book illustrator and wood engraver.
He is best known for his modernist watercolour interpretations of English landscapes and World War II scenes, some of which are displayed in the Imperial War Museum in London.
In December 1939 Ravilious became an official World War Two war artist with the rank of Honorary Captain in the Royal Marines.
On September 2, 1942, he joined one of three aircraft dispatched on a search and rescue mission for a plane that had failed to return to RAF Kaldadarnes in Iceland.
The aircraft he boarded also failed to return, and he and the four-man crew were recorded as lost in action four days later, making him the first of three British war artists to die in active service during World War Two.
Will added: “This vanishingly rare example of a striking design by a renowned artist who suffered a tragic wartime death was sold in very good condition given its age and ceramic nature.
“Such is the power of its scarcity, and the demand for works by Ravilious, this high quality but relatively inexpensive souvenir has taken on a previously unimagined value several decades later.
“When I brought the gavel down, I think everyone in the room felt like we needed a cup of tea to calm us all down – not least the buyer – but in a slightly more affordable mug.”
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