Bulb’s reputation dims as energy firm fined £1.76m for failing its customers
◆ Energy start-up Bulb has been ordered to pay £1.76m in fines after multiple customer service failures, writes Ed Clowes.
Bulb’s customers were hit with three separate failures between 2017 and 2020, the regulator Ofgem said, with around 61,000 households affected. Some customers were blocked from switching suppliers, while others were overcharged.
Vulnerable customers also encountered issues with the Priority Services Register, a service used to ensure that pensioners or those with a disability receive special treatment. Ofgem said that Bulb had since made improvements, and would pay a fine of £1.76m in the form of refunds and compensation to those affected.
Jonathan Brearley, Ofgem chief executive, said: “Bulb overcharged some customers and risked leaving vulnerable customers without access to essential network services, when it failed to comply with Ofgem’s rules.
“Bulb has since put things right with affected customers”, he added, “and put processes in place to make sure it can meet Ofgem’s rules.”