Utilities firm Npower has admitted it had not communicated well the changes it made to charges, and now 1.8m people are to receive an average refund of £35 in one of the biggest pay-outs of its kind. Npower says it will write to all those affected over the next two months, even if they are no longer customers. In a statement, Npower said: "Although the vast majority of our customers benefited from the combined effect of the changes, some, who were low users of gas, did not. We are sorry that the complexity of the changes we made caused confusion. We are now doing all we can to improve our communication with customers."
