Home Lancashire News PFP Energy Retains Top Spot for Best Customer Complaints Handling

PFP Energy Retains Top Spot for Best Customer Complaints Handling

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PFP Energy

Domestic and business gas and electricity supplier, PFP Energy, has topped the table for the second consecutive quarter for the best handling of complaints in the industry.

The Preston-based supplier ranked number one in the Energy Supplier Performance Table by Citizens Advice with an industry low of 13.5 complaints per 100,000 customers from October – December 2016, beating its previous record score of 19.0 during July to September 2016.

Citizens Advice now uses a 1 to 5 star rating to show customers how well energy suppliers handle complaints, with the quarterly results table calculating scores based on the seriousness of the complaint and the length it took to resolve.

PFP Energy was ranked excellent from October – December 2016 for its complaints handling, one of only three UK suppliers to receive 5 stars. The tool helps people to find the best energy supplier and make informed switching choices based on customer service.

Since its launch two years ago, PFP Energy has rapidly grown its customer numbers, largely by worth of mouth. The supplier was also ranked second in the annual customer satisfaction survey by Which? in 2017.

Managing director of PFP Energy, Adrian Leaker, said: “When we entered the energy market in 2015 we knew that we would need to significantly raise the bar in customer service in order to compete in such a competitive marketplace.

“Treating the customer right makes all the difference and our entire team works hard to ensure that everything we do delivers a positive experience that enhances this relationship. Our commitment to understanding the customer dynamic and what they want from an energy supplier shapes how we invest in our staff, services and technology, and our ability to retain such high levels of service during such a strong period of customer and staff growth is testament to the team.”

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Andrew Mann
After 34 years working in numerous operational and communications disciplines for three FTSE companies (Yorkshire Electricity; Meggitt and BAE Systems), at over a dozen locations, on 24 November 2016, I became the inaugural editor of Business Lancashire. Business Lancashire is a good news, Lancashire focused, business website and daily newsletter. It is a partnership between The Samuel James Group and the North and Western Lancashire Chamber of Commerce. Over the years, I have written hundreds of press releases, features for trade magazines, copy for websites and brochures, edited in-house magazines and newsletters, as well as presenting a radio programme on Chorley FM. This experience has given me the ideal background for editing Business Lancashire.