Bulb’s rep­u­ta­tion dims as en­ergy firm fined £1.76m for fail­ing its cus­tomers

The Daily Telegraph - Business - - Business -

◆ 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.”

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