We are part of the EVET Working Group on complaints handling across the whole spectrum of EV ownership and use, from purchase, energy, private, and public charging. Please find below a note on some of the presentations and discussions today.

As it is early days yet, the work is largely around finding patterns and recurring problems.

Today we had a briefing from the Energy Ombudsman, who can address home energy issues.
The largest area so far relates to billing. 46 complaints in 2019, rising over the years to 115, 252, and 408 by 2022. Out of 70,000. The forecast is for a linear rise. Interesting that the rate of rise is not matching the growth in EVs. Most complaints relate to Smart Meter billing on smart tariffs and billing. Very few relate to charge point installation. Forecast volumes are still small, but c.5,000 by 2030, 16,000 by 2050.

Complaint themes, finding a suitable tariff, as well as a focus on reliability and accuracy of metering as the focus is very much clearer on consumption. The act of switching tariffs can be a cause of issues where large outstanding debts are presented. Right or wrong was not discussed here. Interestingly customers are unhappy to learn that currently they are required to do work to achieve the best savings/benefits on their EV.

One to watch, compensation payments from suppliers are based on standard use, not EV driver use which is much higher.

Next up, is the Motor Ombudsman, who solely facing the automotive sector.
This sector is self-regulating with established voluntary codes of practice. A quick look at the growth of the EV sector, with a projection of nearly 20% BEV market share this year. The slightly pessimistic outlook from the ombudsman on market growth

SMMT 7 point plan for EV Charging Infrastructure. https://www.smmt.co.uk/2022/02/uk-automotive-calls-for-ev-chargepoint-mandate-governed-by-independent-regulator-to-level-up-network-for-consumers/

Complaints are currently low, with just 62 in 2021, a linear progression in numbers is expected. Most complaints are sales related, a quarter for a new car and a fifth for service and repair. Nearly 50% achieved an early resolution, but nearly two-fifths were not upheld. Most points are common with ICE sales, relatively few related to battery and range. EV complaints currently cost more. Requests for a full refund on the vehicle are lower for EV owners. Complaints in the used car space are rising as the car parc has greater numbers of EVs coming through.
Bundled charge points can be an issue, and form a separate statistic.

A key point is that there is a huge need to signpost complaints to the best resolution method. Not all businesses use the same resolution channels, so a full grasp of the statistics isn't yet possible.

As owners and drivers, we need to make sure complaints are directed appropriately. As an Association we will keep participating to support this, so please share any experiences that you have had.

The rise of bundled services creates confusion in complaint handling, as the products cross multiple boundaries. Achieving better consumer awareness and providing self triage in the complaint process is going to be critical as the volumes of sales rise.

Public charging is an area that is still an unknown as it is not subject to regulation or codes of practice as yet. The boundary between issues with vehicles, points, and back-office is not necessarily clear to consumers and is likely to become even more complex as we see the growth of Plug&Charge;. This will be the single subject of a future meeting. The VAT differential between public and private charging was also raised.


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