DHAKA: A small energy firm has seen a record proportion of customer complaints for any supplier over a three-month period, figures from Citizens Advice show.

Extra Energy, which launched in 2014, attracted 1,682 complaints per 100,000 customers between January and March.

This is the highest ratio of complaints over the five years the data has been collected, reports the BBC.

The company described the start of the year as ‘challenging’ and has apologized to customers.

Extra Energy has more than 500,000 customers after consistently offering some of the cheapest tariffs in the market since its launch, but said it had struggled to cope with demand.

“It is true to say that the first quarter of the year was a challenging period and some customers were affected. We apologize unreservedly to every single customer who has experienced problems," said Ben Jones, managing director of operations at Extra Energy.

“Unfortunately we did not put customer service resources in place quickly enough. Thankfully these problems are largely a thing of the past.”

Citizens Advice chief executive Gillian Guy said: “Energy consumers continue to face a gamble when it comes to good customer service.”

BDST: 1557 HRS, June 3, 2016
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