One of the big six energy companies SSE have launched an investigation over its training practices following Mail on Sunday’s undercover investigation.
SSE have launched a probe following the Mail on Sunday’s undercover investigations it has emerged. After an intense investigation video footage emerged showing employees allegedly advising trainees on how to scaremonger customers into joining SSE.
Contractor Chris Simms who is directly employed by Pareto has been suspended with immediate affect after allegations emerged yesterday. In another piece of footage, SSE employee Trainer Manager Gavin Sorley enounced trainees not to warn customers they could surface departure fees provided they left competitor companies.
Sorley said ‘‘No. Can you imagine if we done every single call and every single customer had an exit fee and we told them you might have an exit fee. Can you imagine?’
An SSE spokesman added: ‘Some of the verbal remarks apparently made by individuals are clearly inappropriate. They are not reflective of SSE’s culture or agreed practices and are being investigated.
‘We compete fiercely for customers on factors including price and service: last month we offered the cheapest deal in the market. [That tariff is no longer available]. SSE offers incentives to sales employees to reward good team performance – not just on sales but on criteria including customer satisfaction. Treating customers fairly is at the heart of that.’
SSE who were the first energy company to stop cold calling, ranked 18th out of 22 in the Which? Customer Service Survey compared to previous years, it has dropped dramatically and has now been given a two star out of a five star rating for ‘value of money’.
An Ofgem spokesperson said; “We’re very concerned by these serious allegations and will conduct a thorough review of the evidence provided by the Mail on Sunday. Energy suppliers have a duty to treat customers fairly when selling energy. Ofgem has taken strong action against companies that have failed customers and has imposed penalties of more than £200m on companies since 2010”