Ofgem has today opened an investigation into whether Extra Energy broke rules relating to billing, customer service and complaints handling.

The investigation is examining whether Extra Energy breached Ofgem’s Standards of Conduct, which are aimed at ensuring suppliers treat customers fairly.

Citizens Advice raised concerns with Ofgem in March relating to a high level of complaints against Extra Energy, particularly around billing. It provided evidence from the Consumer Service and Extra Help Unit. The Ombudsman raised concerns with Ofgem in April relating to Extra Energy’s ability to complete remedies within the required timescales.

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