Leader - Power firms in control of complaints
The system of making complaints about mistakes in energy bills, about faulty meters, and other problems with your energy supplier, is working very well – for the energy companies, that is.
The system of making complaints about mistakes in energy bills, about faulty meters, and other problems with your energy supplier, is working very well – for the energy companies, that is.
For the humble consumer, the figures reveal a telling story. Over four million consumers made complaints to the six major energy suppliers in 2011. Yet nine out of 10 unsolved complaints were not pursued with the energy ombudsman for resolution.
According to consumer magazine Which? the upshot was that potentially consumers are missing out on millions of pounds in unclaimed compensation.
The energy companies, then, have a vested interest in keeping the current system which is failing customers. When the firms are trying to get you to switch to them, they fall over themselves to make it all sound easy to do.
Once you are locked in, they have got you. Everything becomes a bother. Automated telephone systems test the patience. And if you are doing something that is a nuisance, like making a justified complaint, then there are obstacles to try your determination and motivation.
The fact that so few people take their gripes to the ombudsman will be for a variety of reasons, but it is difficult to escape the conclusion that a major factor is that something that should be straightforward becomes such a time-consuming hassle that it breaks the morale of consumers, no matter how legitimate their claims.
The true picture of complaints is clouded because, Which? says, energy companies are not obliged to publish relevant information.
Perhaps if there were some financial penalties for the gross mistakes which are made, the energy giants would take their obligations more seriously.
If Mr Cameron wants to be seen as the consumers’ champion, it is time for him to take the stage.
Little Chef feeling heat:
On a long car journey the appearance of a Little Chef sign brought some welcome relief as you turned off for a leisurely break with a nice cuppa, burgers and chips or the like, and the mandatory visit to the loo, before going on your way again, much refreshed.
Sadly, Little Chef is in decline. The closure of 70 restaurants will see a much reduced Little Chef network and comes on top of previous closures. Charlie, the chef on the logo, is facing a slimmed-down empire.
Rather like pubs, the reason does not seem to be that Little Chefs have done anything particularly wrong, more that times have simply moved on.
Travellers taking a break are less likely to want to linger nowadays, and there are plenty of fast food places where you can be in and out in a few minutes.
For the record, our local Little Chefs are, according to the firm’s website, at Shrewsbury (A5/A49), Trewern (A458), Oswestry (A5/A483), Whitchurch (A41/A525), Newtown (A483), and Ludlow (A49).
It would be a shame to lose these friendly roadside restaurants.
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Comments for: "Leader - Power firms in control of complaints"
The Original Jake
It's sad news for those whose employment will be affected, but I have never rated Little Chef as somewhere I would like to stop for a bite to eat.
For what it is, the food's overpriced and of poor quality. Rather bizarrely, they engaged the services of Heston Blumenthal a couple of years ago in an attempt to revamp the menu. It was a bit of a failure (thanks in no small part to Little Chef's uncooperative boss), but the accompanying TV series revealed that their restaurants do not even possess basic cooking equipment, such a saucepan. Everything is cooked either on a griddle plate or it's pre-packaged and heated up in the microwave.
These days, if I'm undertaking a long journey with the family I'll do some research first and find a nice pub, café or even National Trust property near to my route. Many decent pubs now publish their daily menu on-line, so I know what the food's going to be like. The prices are often comparable with Little Chef, but the quality of the food is far higher and the surroundings much more pleasant.
Colin.D.
Totally agree on all points Jake. Have used them in the past purely for convenience, but have always found them very sub-standard in all respects.
Shame for the staff of course, but no great loss to the traveller.
Grim Reaper
Fully agree with what you say. The standard of the food on offer at the Little Chef outlets, along with the cleanliness of the same, has declined over the years. What is on offer does not constitute good value. Whilst we used to use the Little Chef facilities when the children were small, we no longer patronise them. As you observe there are now many other outlets offering better food. A shame for the staff, but this network of "restaurants" has long had its day.
paul
As a former employee of Little Chef, I'd have to say good riddance. I was a passionate chef and that place killed cooking for me with the counting of chips, counting onion bits, manky lettuce chopped 2 days previously and scrambled egg out of a blue plastic packet. There are many other things I could name about their food, but it'd take too long. Shame people have to lose their employment, but those places are just horrid.
keithd
A big loss for me. I enjoyed the big breakfast before doing a cycle ride. I found breakfast to be of good value and it got me 100kms riding. Real Egg,bacon,sausage, baked beans, toast, coffee.
Opening at 7 am it was ideal. In at 7am. ordered eaten and paid for with the loo visit and out by 7:30
Anyone out there wants to try the alternatives.
Buger king Egg sandwich (rubber egg, in the bin) McDonalds overpriced, and the plastic toy is tastier.