Hi Hazel,
It is fair to say that our customer service hasn’t been what it should be, which is why we are investing £200m in a new system to help our staff improve the service to our customers.
The fine we received wasn't for charging high prices - I believe the issue you are referring to relates to the fact that we didn’t commuicate changes to some of our customers' bills in a clear manner.
Regarding the profits you mention, we are investing £3 for every £1 of profit we make - So far over £3billion has been spent on two new power stations and wind farms.
I hope this helps to answer your question.
