N- Power

Domestic customers

Contact

  • Customer services 0800 073 3000
  • From mobiles- 0330 100 3000
  • Customer complaints 0800 316 9328 or 0330 100 8628 from mobiles
  • UK call centre-YES

Details

  • Market share/ number of customers available? 2011 figures- 6.6 million customers.
  • Existing customer incentives? Discounts offered but linked to direct debit discounts and  open to anyone, offer a scheme to reduce bills for more vunerable customers.
  • Customer service performance available? See below

Complaints details 1 October – 31 Dec 2012

  •  222,356 complaints received
  •  189,461 (85.2%) resolved within 1 day
  • 32,895 (14.8%) resolved after 1 day

Complaints breakdown

  • 67% customers complained about billing
  • 11.1% metering
  • 9.2% payments
  • 4.4% transfer of supplies
  •  3.2% debt
  • 7 .8% of customers during the above period who contacted N power expressed dissatisfaction with the company.
  • Complaint resolution procedure-Clear steps outlined towards resolution and specialist complaints team.
  • Customer charter- Not as such but have commitment to guaranteed standards and code of practices regarding selling of energy and accurate billing.
  • Customer complaint performance- see above
  • Switching of Domestic supply-up to 46 days to switch-

Business customers (low energy bills up to £15,000 pa)

Contact

  • New business 0845 071 0613
  •  Existing customers 0845 071 0613
  • Customer complaints 0800 316 9328 or 0330 100 8628 from mobiles

Details

  • UK call centres-Yes
  • Market share/number of customers available:~6.5 million including residential.
  • Existing customer incentives? Only for DD payments and for dual fuel.
  • Live webchat-NO
  • Complaint resolution procedure-Free phone numbers as above and same procedure.
  • Business Customer charter? NO
  • Business Customer complaints performance- Not detailed online.
  • Switching of business supply- Up to three weeks.
  • Customer service performance only for micro business customers- 1st October 2011 to 30 th September 2012 13,974 complaints which could not be resolved by the end of the working day following receipt.

2013 ‘Which’ rating results 15th /15 UK energy suppliers based on company satisfaction – including customer service, value for money and accuracy of bills.

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Anything we need to know or to give us updates or corrections email us on info@demandgoodservice.com