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Solarplicity given Ofgem ban over poor customer service

Energy supplier Solarplicity has been banned from taking on new customers for three months by Ofgem due to its poor switching process and customer service.

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Alongside the move, it has also banned the supplier from increasing vulnerable customers’ direct debits.


Between March 2018 and September 2018, Ofgem said there was an unacceptably high proportion of calls abandoned and unacceptably long call waiting times.


Solarplicity said the action “disregards the vast improvements that we have made to our customer service”.


The ban will remain in place for three months unless Solarplicity, which has 60,000 customers, improves its customer service. If it fails to improve, it could have its licence revoked or Ofgem can confirm the provisional order to extend the ban.


Mary Starks, executive director of consumers and markets at Ofgem, 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.”

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