Compare supplier performance on complaints

Mae’r dudalen yma ar gael yn Gymraeg.

We work with suppliers to improve the quality, scope and prominence of their domestic consumer complaints data.

What must suppliers do?

As of July 2018, suppliers are required to submit complaints data to us on a monthly and quarterly basis. They also publish domestic complaints data on their websites, including their 'top 5' reasons for complaints and the measures they are taking to improve how they handle customer complaints.

The six largest suppliers have voluntarily published quarterly domestic complaints data since 1 October 2012, and many smaller suppliers have done so from 1 April 2013.

Clearer complaint handling performance

Ofgem, Citizens Advice and the Ombudsman publish complaints statistics. The separate statistics show how many complaints suppliers receive, how many Citizens Advice handle, weighted by the seriousness of the complaint, and how many are accepted by the Ombudsman after failing to be resolved by the supplier. This helps to show a full picture of the customer’s complaint from start to finish. 

In addition, we have introduced a mandatory common format that all active energy suppliers must use to report their domestic and micro-business complaints information to us. You can view the templates and guidelines suppliers must follow in the publications and update feed below.

Through the graphs below, you can view supplier performance on consumer complaints handling for:

the six largest suppliers

nine medium-sized suppliers

twenty-nine small-sized suppliers

all above suppliers (grouped by size)

The complaints data is provided by suppliers. The figures are not audited by Ofgem.

To view all figures published by suppliers, please access their websites through the links below.

All suppliers

Chart

Source: Supplier data.

Information correct as of: February 2020

This chart shows the total number of complaints received quarterly by each energy supplier group per 100,000 customer accounts between Q2 2014 and Q4 2019.

In each quarter, we update the suppliers included in each group, reflecting new entries and exits from the domestic market during the same period. We also add those existing suppliers for which a historic trend of complaints data has become available.  

As of February 2020, the chart includes complaints for the following suppliers: six largest, nine medium (Avro Energy, Bulb, Co-operative Energy, Green Network Energy, OVO, Octopus Energy, Shell Energy, Utilita, Utility Warehouse) and a selection of twenty nine small suppliers (Bristol Energy, Daligas, Ecotricity, Engie, Enstroga, E, Entice Energy, ESB Energy, Foxglove, GnERGY, Good Energy, Go Effortless Energy, Green Star Energy, Green Energy UK, Gulf Gas & Power UK, Igloo Energy, iSupply, Nabuh Energy, Orbit Energy, PFP Energy, Pure Planet, Robin Hood Energy, So Energy, Together Energy, Tonik, Utility Point, Yorkshire Energy, Zebra Power, Zog Energy).

A number of trade sales happened between October 2019 and January 2020, which are not reflected in the above groups and will be included in future complaint updates.

In October 2019, Shell Energy acquired Green Star Energy. Customer migration is still in process and complaints data for Green Star Energy is shown separately for Q4 2019.

In December 2019, E.ON completed the acquisition of npower’s domestic business. In Q4 2019, complaints data for the two companies is shown separately.

In January 2020, OVO completed the acquisition of SSE’s domestic business. In Q4 2019, OVO appears as a separate company and is included in the group of medium suppliers.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by all suppliers per 100,000 customer accounts (GB)
Quarter/YearSix LargestMediumSmallAverage
Q2 2014365111439923520
Q3 20143404102211133270
Q4 20143556120515753415
Q1 20153598141610293444
Q2 2015290510016522702
Q3 2015263110376892448
Q4 2015211711648911997
Q1 2016197115338841897
Q2 2016186916156851808
Q3 2016174516186591697
Q4 20161827199310151819
Q1 20171983231012861999
Q2 20171959198911031933
Q3 20172016171910231943
Q4 20171902166111321843
Q1 20181963150111321872
Q2 20182046145212521938
Q3 2018216112167921945
Q4 20182092144612001940
Q1 20192157140912921981
Q2 20192023112910941797
Q3 2019197485720051718
Q4 2019171895114871519

Six large suppliers

Chart

Source: Suppliers data.

Information correct as of: February 2020

This graph shows the total number of complaints received by the six largest energy suppliers per 100,000 customer accounts per quarter over the period Q1 2013 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six largest suppliers per 100,000 customer accounts
Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE
Q1 2013229577843170491815191376
Q2 2013169659463320562616111532
Q3 2013158246462936686713301335
Q4 2013241242283225801313991686
Q1 2014308446143758830313572760
Q2 2014284450113921689016483081
Q3 2014272542763482625820312985
Q4 2014282553413352656820692813
Q1 2015305141083695563526483474
Q2 2015250727123237333827203357
Q3 2015214126392539289827193475
Q4 2015171423842080209524122594
Q1 2016186625062039167422121751
Q2 2016157425331720205623181665
Q3 2016151823531643160522521577
Q4 2016155522231839187424421598
Q1 2017146324382250220024931929
Q2 2017139323562211198626232079
Q3 2017130424062553199628132070
Q4 2017105021782573179431611875
Q1 201888322592607212435811942
Q2 2018122122352415207034792117
Q3 2018148622912517220827992546
Q4 2018156019622720239521162427
Q1 2019152420133079246420152558
Q2 20191,3662,2612,7782,1881,9922,351
Q3 20191,2282,2872,7112,1601,8942,470
Q4 20191,0922,3411,7202,0661,7932239
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Chart

Source: Suppliers data.

Information correct as of: February 2020

This graph shows the percentage of complaints resolved by the six largest energy suppliers by the end of the next day from when a complaint was reported over the period Q1 2013 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six largest suppliers by end of next working day (%)
Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE
Q1 2013799193876375
Q2 2013728993876565
Q3 2013728389896272
Q4 2013768281905073
Q1 2014808482865082
Q2 2014788480815185
Q3 2014778481855186
Q4 2014758782894985
Q1 2015758481884887
Q2 2015707678744788
Q3 2015687875695288
Q4 2015577970635584
Q1 2016577768394977
Q2 2016528063485477
Q3 2016547959585975
Q4 2016517364505874
Q1 2017507467495876
Q2 2017507168465776
Q3 2017516971455976
Q4 2017486269405774
Q1 2018515969406274
Q2 2018535869425976
Q3 2018605878495477
Q4 2018585276494478
Q1 2019555276513981
Q2 2019495172524180
Q3 2019425269553981
Q4 2019385559554178
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Chart

Source: Suppliers data.

Information correct as of: February 2020

This graph shows the percentage of complaints resolved by the six largest energy suppliers within eight weeks from when a complaint was reported over the period Q1 2013 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six largest suppliers within eight weeks (%)
Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE
Q1 2013969798979896
Q2 2013949599979896
Q3 2013949697979895
Q4 2013969787969796
Q1 2014969794949497
Q2 2014969793949397
Q3 2014949694978697
Q4 2014949795977997
Q1 2015959794978797
Q2 2015939692959597
Q3 2015929791959598
Q4 2015919891929797
Q1 2016919890869596
Q2 2016909890919896
Q3 2016919889929896
Q4 2016919791929796
Q1 2017909792929596
Q2 2017909793909496
Q3 2017899793919796
Q4 2017909694929795
Q1 2018909594929795
Q2 2018929493919395
Q3 2018929595888496
Q4 2018939595888296
Q1 2019919495888196
Q2 2019919594888296
Q3 2019899592897496
Q4 2019889589907796
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Medium-sized suppliers

Chart

Source: Suppliers data.

Information correct as of: February 2020

This graph shows the total number of complaints received by the medium-sized energy suppliers per 100,000 customer accounts per quarter over the period Q1 2014 to Q4 2019.

The chart includes estimated data for OVO for the period Q4 2015 - Q1 2018. OVO has provided actual information from Q2 2018 onwards.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by medium-sized suppliers per 100,000 customer accounts
Quarter/YearCo-OperativeShell EnergyOvoUtilitaUtility WarehouseOctopus EnergyBulbAvro EnergyGreen Network Energy
Q1 20143491182134512251949
Q2 20144869568393601845
Q3 20144179496494471772
Q4 201424797863112142117
Q1 2015284122768912382711
Q2 201554810696257031611
Q3 2015127012125797271322
Q4 201510691092526146719920
Q1 201612231354668237927690
Q2 20168401002919465220070
Q3 2016656109115633368178310
Q4 201656314792560384013854
Q1 201769120522419568510732
Q2 201778618821187600574264
Q3 2017112118371236414660126
Q4 201710661742908429461539
Q1 201812012122687301863170
Q2 201812922688914138956522963
Q3 20181794263980393978113211048721
Q4 201816293039919104091516828372169
Q1 20191188295110168781,09023925186517
Q2 20191,0071,6881,3755361,06323332076722
Q3 20191,0861,8711,4675411,147266383105692
Q4 20193421,6932,2116151,352334407160851
close

Chart

Source: Suppliers data.

Information correct as of: February 2020

This graph shows the percentage of complaints resolved by medium-sized energy suppliers by the end of the next working day from when a complaint was reported over the period Q1 2014 to Q4 2019.

The chart includes estimated data for OVO for the period Q4 2015 - Q1 2018. OVO has provided actual information from Q2 2018 onwards.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers by end of next working day (%)
Quarter/YearCo-OperativeShell EnergyOvoUtilitaUtility WarehouseOctopus EnergyBulbAvro EnergyGreen Network Energy
Q1 20146515708291
Q2 20145142806588
Q3 20144125758392
Q4 20143550718695
Q1 20154948738995
Q2 20155152839582
Q3 20153450699569
Q4 20153348879281
Q1 20163545858286
Q2 20162747918679
Q3 20163064968482
Q4 20162456988979
Q1 20174364989075
Q2 2017446096946568
Q3 2017584997945086
Q4 2017564596935087
Q1 2018575491864878
Q2 201857599173455176
Q3 2018696390535555858670
Q4 2018706691305341798246
Q1 2019606690275445809444
Q2 2019574992165547479250
Q3 2019564088224956569443
Q4 2019674090336255198832
close

Chart

Source: Suppliers data.

Information correct as of: February 2020

This graph shows the percentage of complaints resolved by medium-sized energy suppliers within eight weeks from when a complaint was reported over the period Q1 2014 to Q4 2019.

The chart includes estimated data for OVO for the period Q4 2015 - Q1 2018. OVO has provided actual information from Q2 2018 onwards.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers within eight weeks (%)
Quarter/YearCo-OperativeShell EnergyOvoUtilitaUtility WarehouseOctopus EnergyBulbAvro EnergyGreen Network Energy
Q1 20149891999999
Q2 20149981999999
Q3 20149874999999
Q4 201499789599100
Q1 201598819699100
Q2 201593859999100
Q3 201590849910097
Q4 2015938010010098
Q1 20169180999999
Q2 201694841009997
Q3 2016818810010098
Q4 201687891009997100
Q1 201791891009898100
Q2 201796881009899100
Q3 2017949010010097100
Q4 2017958510010095100
Q1 201895871009895100
Q2 20189590999597100100
Q3 2018939199999897999997
Q4 20189592999798100979899
Q1 20199192100889899989999
Q2 2019908899469898999995
Q3 20199186997998429599100
Q4 2019298699879943889990
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Small-sized suppliers

Chart

Source: Supplier data.

Information correct as of: February 2020

This graph shows the total number of complaints received by a selection of small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q1 2014 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (A-E)
Quarter/YearBristol EnergyDaligasEEntice Energy Ecotricity ENGIEESB EnergyENSTROGA
Q1 201419
Q2 201425
Q3 201437
Q4 201442
Q1 201554
Q2 201547
Q3 201529
Q4 201527
Q1 20161031
Q2 20168130
Q3 20166637
Q4 20161193078
Q1 20171383234
Q2 20171153052
Q3 201711039100
Q4 20171044954
Q1 20181344747
Q2 20182074257
Q3 2018210416125439791034
Q4 2018210457260147631293
Q1 20192264076427877617106
Q2 20191696778192778524102
Q3 201919239641567911837201
Q4 20192166479132865727178
close

Chart

Source: Supplier data.

Information correct as of: February 2020

This graph shows the total number of complaints received by a selection of small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q1 2014 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (F-H)
Quarter/YearFoxglove EnergyGreen Star Energy Good Energy GnERGYGreen Energy UK Gulf Gas & Power UKGo Effortless Energy
Q1 2014200
Q2 2014198
Q3 2014204
Q4 2014227
Q1 2015199
Q2 2015110
Q3 201554114
Q4 201575127
Q1 201686135
Q2 2016116103
Q3 201614057
Q4 201611942
Q1 20178981
Q2 201743101
Q3 20176669
Q4 20176772
Q1 20188663
Q2 201815453
Q3 201871278586513332
Q4 201818844479267666
Q1 2019249554922965113
Q2 20196744574146455
Q3 201964495801166610
Q4 2019454669785708
close

Chart

Source: Supplier data.

Information correct as of: February 2020

This graph shows the total number of complaints received by a selection of small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q3 2015 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (I-R)
Quarter/YeariSupply EnergyIgloo EnergyNabuh Energy Orbit EnergyPFP Energy Pure Planet Robin Hood Energy
Q1 2014
Q2 2014
Q3 2014
Q4 2014
Q1 2015
Q2 2015
Q3 201524
Q4 201516726
Q1 2016188533
Q2 20161595334
Q3 20161367535
Q4 2016888539
Q1 2017833952
Q2 2017684064
Q3 2017613783
Q4 20176055108
Q1 201863138102
Q2 20186711997
Q3 2018502412143926197
Q4 2018769729264839492103
Q1 2019956227323324776138
Q2 2019744020333015050128
Q3 2019733013624517186119
Q4 20195364115553103107148
close

Chart

Information correct as of: February 2020

This graph shows the total number of complaints received by a selection of small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q1 2016 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (S-Z)
Quarter/YearSo EnergyTogether EnergyTonik EnergyUtility Point Yorkshire EnergyZog Energy Zebra Energy
Q1 20167
Q2 20163
Q3 201614
Q4 20163
Q1 201720
Q2 20174
Q3 201722
Q4 201727
Q1 201819
Q2 201816
Q3 20187702621114
Q4 2018561314299238
Q1 201961924330130135
Q2 201993275511233135
Q3 201910396621917165
Q4 201924284904140055
close

Chart

Source: Suppliers data.

Information correct as of: February 2020

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers by the end of the next working day from when a complaint was reported over the period Q1 2014 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers by end of next working day (%) (A-E)
Quarter/YearBristol EnergyDaligasEEntice EnergyESB EnergyEcotricity ENGIEENSTROGA
Q1 201493
Q2 201488
Q3 201492
Q4 201481
Q1 201585
Q2 201584
Q3 201585
Q4 201586
Q1 20168768
Q2 20166547
Q3 20164645
Q4 20166357
Q1 2017756524
Q2 2017737219
Q3 2017855344
Q4 2017865331
Q1 2018895837
Q2 2018905052
Q3 2018913384895849560
Q4 2018931069684159700
Q1 20199431878533566749
Q2 20199524857837556628
Q3 2019949917952527429
Q4 2019920758041476334
close

Chart

Source: Suppliers data.

Information correct as of: February 2020

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers by the end of the next working day from when a complaint was reported over the period Q1 2014 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers by end of next working day (%) (F-H)
Quarter/YearFoxglove EnergyGreen Star EnergyGnERGYGood EnergyGreen Energy UK Gulf Gas & Power UKGo Effortless Energy
Q1 201464
Q2 201464
Q3 201459
Q4 201463
Q1 201559
Q2 201563
Q3 20153760
Q4 20151953
Q1 20161751
Q2 20162742
Q3 20163229
Q4 20162847
Q1 20172859
Q2 20172843
Q3 20172834
Q4 20172142
Q1 20184343
Q2 20183741
Q3 20182855545576440
Q4 20181160775727420
Q1 2019552645367610
Q2 20191164646150330
Q3 20191967866820480
Q4 2019238371660830
close

Chart

Source: Supplier data.

Information correct as of: February 2020

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers by the end of the next working day from when a complaint was reported over the period Q3 2015 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers by end of next working day (%) (I-R)
Quarter/YeariSupply EnergyIgloo EnergyNabuh EnergyOrbit EnergyPFP EnerfyPure PlanetRobin Hood Energy
Q3 201575
Q4 2015181836
Q1 201621218621
Q2 201616167018
Q3 201611117914
Q4 201655827
Q1 201733683
Q2 201733723
Q3 2017447215
Q4 201713137622
Q1 201819198924
Q2 201824248326
Q3 20182159992995032
Q4 20194081995995052
Q1 201952899955926071
Q2 201944959947925865
Q3 201939919851925853
Q4 201926909651865560
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Chart

Information correct as of: February 2020

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers by the end of the next working day from when a complaint was reported over the period Q1 2016 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers by end of next working day (%) (S-Z)
Quarter/YearSo EnergyTogether EnergyTonik EnergyUtility Point Yorkshire EnergyZog EnergyZebra Energy
Q1 20160
Q2 20160
Q3 201622
Q4 20160
Q1 201733
Q2 201733
Q3 201733
Q4 201765
Q1 201869
Q2 201873
Q3 20188372672030
Q4 20188001686956757
Q1 2019573023897117100
Q2 20193753084815467
Q3 20193948399650082
Q4 201953136484182033
close

Chart

Source: Suppliers data.

Information correct as of: February 2020

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers within eight weeks from when a complaint was reported over the period Q1 2014 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers within eight weeks (%) (A-E)
Quarter/YearBristol EnergyDaligasEEntice EnergyENSTROGA EnergyESB EnergyEcotricity Engie
Q1 2014100
Q2 2014100
Q3 2014100
Q4 2014100
Q1 2015100
Q2 2015100
Q3 2015100
Q4 2015100
Q1 2016100100
Q2 201610095
Q3 20169994
Q4 20169896
Q1 20179784
Q2 20179895
Q3 20179887
Q4 20179899
Q1 20189997
Q2 20189992
Q3 2018999710010001009298
Q4 2018991001001000909998
Q1 201999100100100841009698
Q2 20199910010010090979998
Q3 20199910010010093989898
Q4 2019991001008688989997
close

Chart

Source: Suppliers data.

Information correct as of: February 2020

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers within eight weeks from when a complaint was reported over the period Q1 2014 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers within eight weeks (%) (F-H)
Quarter/YearFoxglove EnergyGreen Star EnergyGnERGYGood EnergyGreen Energy UKGulf Gas & PowerGo Effortless Energy
Q1 201496
Q2 2014100
Q3 2014100
Q4 201499
Q1 201584
Q2 201586
Q3 20157491
Q4 20158993
Q1 20168291
Q2 20168387
Q3 20168281
Q4 20167086
Q1 20178797
Q2 20178294
Q3 20179084
Q4 20177593
Q1 20189085
Q2 20188686868686
Q3 201898859398961000
Q4 201810084100989310075
Q1 2019997410088789680
Q2 20196087100879010071
Q3 201992851009280100100
Q4 20199698100926328100
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Chart

Information correct as of: February 2020

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers within eight weeks from when a complaint was reported over the period Q3 2015 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers within eight weeks (%) (I-R)
Quarter/YeariSupply EnergyIgloo EnergyNabuh EnergyOrbit EnergyPFP EnergyRobin Hood EnergyPure Planet
Q3 20158888
Q4 20158989100
Q1 2016858510093
Q2 201686869895
Q3 201682827191
Q4 201679799989
Q1 201776769695
Q2 201771719995
Q3 201772729789
Q4 201773739779
Q1 201887879984
Q2 2018868686869878
Q3 20185910010010010080
Q4 2018721001001001009799
Q1 2019839910010010010099
Q2 201990100100989910096
Q3 201988100100989910098
Q4 2019589810010010010099
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Chart

Information correct as of: February 2020

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers within eight weeks from when a complaint was reported over the period Q4 2014 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers within eight weeks (%) (S-Z)
Quarter/YearSo EnergyTogether EnergyTonik EnergyUtility PointYorkshire EnergyZog EnergyZebra Power
Q4 2014100
Q1 2015100
Q2 2015100
Q3 2015100
Q4 2015100
Q1 2016100
Q2 2016100
Q3 2016100
Q4 2016100
Q1 2017100
Q2 2017100
Q3 2017100
Q4 2017100
Q1 201889100
Q2 201891100100
Q3 2018989673100100100
Q4 2018999671100100100100
Q1 201999467010099100100
Q2 2019100587710099100100
Q3 2019100918510093100100
Q4 201999499210099100100
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Complaints data published by suppliers

To view the information published by suppliers, select from the following external links:

Publications and updates

  • Published: 27th Sep 2018
  • Reports and plans
  • 2 Associated documents
Every two years, we commission independent research to see how satisfied energy consumers are with how suppliers handled their complaints.

  • Published: 30th Jan 2018
  • Guidance
  • 1 Associated documents
This guidance explains how suppliers must submit customer complaints data to us.

  • Published: 22nd Sep 2016
  • Reports and plans
  • 24 Associated documents
Ofgem commissioned Quadrangle to research how satisfied energy consumers are with how suppliers handled their complaints.

  • Published: 26th Sep 2014
  • Reports and plans
  • 32 Associated documents
A research report we've commissioned to look at how energy companies handle customer complaints.