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.

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:

  • Large suppliers (currently 8)
  • Medium-sized suppliers (currently 5)
  • A selection of 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: November 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 Q3 2020.

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. 

From Q3 2020, the following classification applies: the category ‘large’ refers to those suppliers whose market share exceeds 5% in at least one fuel, ‘medium’ is for those exceeding 1% in at least one fuel, but remaining below 5% in both fuels and ‘small’ for suppliers with market share below 1% in both fuels.

As of September 2020, the chart includes complaints for the following suppliers: large (British Gas, EDF, E.on, nPower, Scottish Power, Ovo, Bulb, Octopus Energy), medium (Avro Energy, Green Network Energy, Shell Energy, Utilita, Utility Warehouse) and a selection of twenty-nine small suppliers (Affect Energy, Bristol Energy, Daligas, Ecotricity, Enstroga, E, Entice Energy, ESB Energy, Foxglove, Good Energy, GoTo Energy, Green, Green Energy UK, Gulf Gas & Power UK, Igloo Energy, Nabuh Energy, Orbit Energy, PFP Energy, Pure Planet, Robin Hood Energy, Simplicity Energy, So Energy, Social Energy, Together Energy, Tonik Energy, Utility Point, Yorkshire Energy, Zebra Power, Zog Energy).

In January 2020, E.on acquired nPower but the migration of customers is still ongoing. For this reason, in Q3 2020, complaints data for the two companies is shown separately.

As of Q3 2020, Shell Energy’s complaints also include those for Green Star Energy, which Shell acquired in Q4 2019.

The above list includes suppliers that have exited the market very recently (Bristol Energy, Robin Hood Energy and Tonik Energy). These changes will be reflected in the next quarterly update.

 

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by all suppliers per 100,000 customer accounts (GB)
Quarter/YearLargeMediumSmallAverage
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 2018216111757941951
Q4 20182092143412441948
Q1 20192157133313331993
Q2 20192023111411141808
Q3 2019197484920121723
Q4 2019171895314971523
Q1 20201,6827141,7951,491
Q2 20201,0617551,8091,042
Q3 20201,4791,0958271,388

Large suppliers

Chart

Source: Suppliers data.

Information correct as of: November 2020

This graph shows the total number of complaints received by large energy suppliers per 100,000 customer accounts per quarter over the period Q1 2013 to Q3 2020. The category ‘large’ refers to those suppliers whose market share exceeds 5% in at least one fuel.

In Q3 2020 Bulb and Octopus Energy, previously considered medium-sized suppliers, have moved to the large supplier category.

 In January 2020, OVO completed the acquisition of SSE’s domestic business and kept SSE as a separate white label brand. SSE’s complaints are reported under its parent OVO as of Q1 2020.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by large suppliers per 100,000 customer accounts
Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE - End Q4 2019OVO - Start Q1 2020Bulb - Start Q3 2020Octopus Energy - Start Q3 2020
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
Q1 2020113022001501205418372104
Q2 20205901262688135411541961
Q3 20209261,5891,5211,4711,7342,2931,962565
close

Chart

Source: Suppliers data.

Information correct as of: November 2020

This graph shows the percentage of complaints resolved by large energy suppliers by the end of the next day from when a complaint was reported over the period Q1 2013 to Q3 2020. The category ‘large’ refers to those suppliers whose market share exceeds 5% in at least one fuel.

In Q3 2020 Bulb and Octopus Energy, previously considered medium-sized suppliers, have moved to the large supplier category.

 In January 2020, OVO completed the acquisition of SSE’s domestic business and kept SSE as a separate white label brand. SSE’s complaints are reported under its parent OVO as of Q1 2020.  

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by large suppliers by end of next working day (%)
Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE - End Q4 2019OVO - Start Q1 2020Bulb - Start Q3 2020Octopus Energy - Start Q3 2020
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
Q1 2020445257574479
Q2 2020536251573579
Q3 20205660585852814564
close

Chart

Source: Suppliers data.

Information correct as of: November 2020

This graph shows the percentage of complaints resolved by large suppliers within eight weeks from when a complaint was reported over the period Q1 2013 to Q3 2020. The category ‘large’ refers to those suppliers whose market share exceeds 5% in at least one fuel.

In Q3 2020 Bulb and Octopus Energy, previously considered medium-sized suppliers, have moved to the large supplier category.

 In January 2020, OVO completed the acquisition of SSE’s domestic business and kept SSE as a separate white label brand. SSE’s complaints are reported under its parent OVO as of Q1 2020.

 

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by large suppliers within eight weeks (%)
Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE - End Q4 2019OVO -Start Q1 2020Bulb - Start Q3 2020Octopus Energy - Start Q3 2020
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
Q1 2020899390908096
Q2 2020889286886496
Q3 20209294918786979793
close

Medium-sized suppliers

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2020. The category ‘medium’ refers to those suppliers exceeding 1% market share in at least one fuel, but remaining below 5% in both fuels.

In Q3 2020 Bulb and Octopus Energy, previously considered medium-sized suppliers, have moved to the large supplier category.

As of Q3 2020, Shell Energy’s complaints include those for Green Star Energy, which Shell acquired in 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.

In January 2020, OVO completed the acquisition of SSE’s domestic business. As a result, we have moved OVO from the group of medium-sized supplier to that of large suppliers as of Q1 2020.

As of Q1 2020, Octopus’ complaints include those for all companies they have recently absorbed and their white label brands. These include Engie’s domestic business and Co-operative Energy, among others. Affect Energy, also fully owned by Octopus, operates under a separate licence and is therefore shown separately as of Q1 2020.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by medium-sized suppliers per 100,000 customer accounts
Quarter/YearAvro EnergyShell EnergyOVO - End Q4 2019UtilitaUtility WarehouseOctopus Energy - End Q2 2020Bulb - End Q2 2020Green Network Energy
Q1 20141182134512251949
Q2 20149568393601845
Q3 20149496494471772
Q4 201497863112142117
Q1 2015122768912382711
Q2 201510696257031611
Q3 201512125797271322
Q4 20151092526146719920
Q1 20161354668237927690
Q2 20161002919465220070
Q3 2016109115633368178310
Q4 201614792560384013854
Q1 201720522419568510732
Q2 201718821187600574264
Q3 201718371236414660126
Q4 20171742908429461539
Q1 20182122687301863170
Q2 20182688914138956522963
Q3 2018482639803939781132110721
Q4 20187230399191040915168283654
Q1 201986295110168781,090239251517
Q2 2019761,6881,3755361,063233320722
Q3 20191051,8711,4675411,147266383692
Q4 20191601,6932,2116151,352254407851
Q1 20202411478763743450689913
Q2 202014216675174714751,065869
Q3 20201472,2475875601,722
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2020. The category ‘medium’ refers to those suppliers exceeding 1% market share in at least one fuel, but remaining below 5% in both fuels.

In Q3 2020 Bulb and Octopus Energy, previously considered medium-sized suppliers, have moved to the large supplier category.

As of Q3 2020, Shell Energy’s complaints also include those for Green Star Energy, which Shell acquired in 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.

In January 2020, OVO completed the acquisition of SSE’s domestic business. As a result, we have moved OVO from the group of medium-sized supplier to that of large suppliers as of Q1 2020.

As of Q1 2020, Octopus’ complaints include those for all companies they have recently absorbed and their white label brands. These include Engie’s domestic business and Co-operative Energy, among others. Affect Energy, also fully owned by Octopus, operates under a separate licence and is therefore shown separately as of Q1 2020.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers by end of next working day (%)
Quarter/YearGreen Network EnergyShell EnergyOVO - End Q4 2019UtilitaUtility WarehouseOctopus Energy - End Q2 2020Bulb - End Q2 2020Avro Energy
Q1 201415708291
Q2 201442806588
Q3 201425758392
Q4 201450718695
Q1 201548738995
Q2 201552839582
Q3 201550699569
Q4 201548879281
Q1 201645858286
Q2 201647918679
Q3 201664968482
Q4 201656988979
Q1 201764989075
Q2 20176096946568
Q3 20174997945086
Q4 20174596935087
Q1 20185491864878
Q2 2018599173455176
Q3 20187063905355558586
Q4 20184666913053417982
Q1 20194466902754458094
Q2 20195049921655474792
Q3 20194340882249565694
Q4 20193240903362551988
Q1 202031363357601986
Q2 202049482463662893
Q3 20206351356692
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2020. The category ‘medium’ refers to suppliers exceeding 1% market share in at least one fuel, but remaining below 5% in both fuels.

In Q3 2020 Bulb and Octopus Energy, previously considered medium-sized suppliers, have moved to the large supplier category.

As of Q3 2020, Shell Energy’s complaints also include those for Green Star Energy, which Shell acquired in 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.

In January 2020, OVO completed the acquisition of SSE’s domestic business. As a result, we have moved OVO from the group of medium-sized supplier to that of large suppliers as of Q1 2020.

As of Q1 2020, Octopus’ complaints include those for all companies they have recently absorbed and their white label brands. These include Engie’s domestic business and Co-operative Energy, among others. Affect Energy, also fully owned by Octopus, operates under a separate licence and is therefore shown separately as of Q1 2020.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers within eight weeks (%)
Quarter/YearGreen Network EnergyShell EnergyOVO - End Q4 2019UtilitaUtility WarehouseOctopus Energy - End Q2 2020Bulb - End Q2 2020Avro Energy
Q1 201491999999
Q2 201481999999
Q3 201474999999
Q4 2014789599100
Q1 2015819699100
Q2 2015859999100
Q3 2015849910097
Q4 20158010010098
Q1 201680999999
Q2 2016841009997
Q3 20168810010098
Q4 2016891009997100
Q1 2017891009898100
Q2 2017881009899100
Q3 20179010010097100
Q4 20178510010095100
Q1 2018871009895100
Q2 201890999597100100
Q3 20189791999998979999
Q4 201899929997981009798
Q1 201999921008898999899
Q2 20199588994698989999
Q3 201910086997998989599
Q4 20199086998799988899
Q1 202082838699948598
Q2 202092918899939798
Q3 20209693789998
close

Small-sized suppliers

Chart

Source: Supplier data.

Information correct as of: November 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 Q3 2020.

Affect Energy is fully owned by Octopus, but operates under a separate licence and is therefore shown separately from Octopus as of Q3 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 Affect EnergyESB EnergyEnstroga Energy
Q1 201419
Q2 201425
Q3 201437
Q4 201442
Q1 201554
Q2 201547
Q3 201529
Q4 201527
Q1 20161031
Q2 20168130
Q3 20166637
Q4 201611930
Q1 201713832
Q2 201711530
Q3 201711039
Q4 201710449
Q1 201813447
Q2 201820742
Q3 20182104161254391034
Q4 20182104572601471293
Q1 201922640764278717106
Q2 201916967781927724102
Q3 20191923964156793337201
Q4 20192166479132863327178
Q1 202032762102231333632137
Q2 20201854267471247730124
Q3 20201632787331146531154
close

Chart

Source: Supplier data.

Information correct as of: November 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 Q3 2020.

 

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (F-H)
Quarter/YearFoxgloveGoTo EnergyGood Energy Green.Green Energy UKGulf Gas & Power UK
Q1 2014200
Q2 2014198
Q3 2014204
Q4 2014227
Q1 2015199
Q2 2015110
Q3 2015114
Q4 2015127
Q1 2016135
Q2 2016103
Q3 201657
Q4 201642
Q1 201781
Q2 2017101
Q3 201769
Q4 201772
Q1 201863
Q2 201853
Q3 201871581333
Q4 201818879766
Q1 201924992651
Q2 20196774645
Q3 201964187805666
Q4 201945689735570
Q1 202024189118451
Q2 2020191412217344
Q3 202017199712640
close

Chart

Source: Supplier data.

Information correct as of: November 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 Q3 2020.

Nabuh Energy miscalculated the volume of received complaints between Q3 2018 and Q2 2020 and have started providing corrected data from Q3 2020.

Robin Hood Energy had not submitted Q3 2020 data prior to the publication deadline. In September 2020, British Gas announced it was taking over Robin Hood Energy customers.

 

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (I-R)
Quarter/YearIgloo 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 201526
Q1 2016533
Q2 20165334
Q3 20167535
Q4 20168539
Q1 20173952
Q2 20174064
Q3 20173783
Q4 201755108
Q1 2018138102
Q2 201811997
Q3 20182412143926197
Q4 20189729264839492103
Q1 20196227323324776138
Q2 20194020333015050128
Q3 20193013624517186119
Q4 201964115553103107148
Q1 2020421762799489157
Q2 2020291668154305987
Q3 2020303732293780
close

Chart

Information correct as of: November 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 Q3 2020.

Tonik Energy had not submitted Q3 2020 data prior to the publication deadline. In October 2020, Tonik ceased to trade and we appointed Scottish Power as supplier of last resort.

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 PowerSimplicity EnergySocial 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 2019619243301301350
Q2 20199327551123313544
Q3 201910396621917165012
Q4 2019242849041400551420
Q1 20203238615493132881236
Q2 202025225446301209920114
Q3 2020301952911211724184
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2020.

Affect Energy is fully owned by Octopus, but operates under a separate licence and is therefore shown separately from Octopus as of Q3 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 Affect EnergyEnstroga Energy
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 20177565
Q2 20177372
Q3 20178553
Q4 20178653
Q1 20188958
Q2 20189050
Q3 20189133848958490
Q4 20189310696841590
Q1 201994318785335649
Q2 201995248578375528
Q3 2019949917952527129
Q4 2019920758041476934
Q1 20209727835983337030
Q2 20209018927158238031
Q3 20209019836747177031
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2020.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers by end of next working day (%) (F-H)
Quarter/YearFoxgloveGoTo EnergyGreen.Good EnergyGreen Energy UKGulf Gas & Power UK
Q1 201464
Q2 201464
Q3 201459
Q4 201463
Q1 201559
Q2 201563
Q3 201560
Q4 201553
Q1 201651
Q2 201642
Q3 201629
Q4 201647
Q1 201759
Q2 201743
Q3 201734
Q4 201742
Q1 201843
Q2 201841
Q3 201828557644
Q4 201811572742
Q1 20195536761
Q2 2019110615033
Q3 20191910067682048
Q4 201923957566083
Q1 202038924466057
Q2 2020346526722056
Q3 2020369053673889
close

Chart

Source: Supplier data.

Information correct as of: November 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 Q3 2020.

Robin Hood Energy had not submitted Q3 2020 data prior to the publication deadline. In September 2020, British Gas announced it was taking over Robin Hood Energy customers.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers by end of next working day (%) (I-R)
Quarter/YearIgloo EnergyNabuh EnergyOrbit EnergyPFP EnergyPure PlanetRobin Hood Energy
Q3 201575
Q4 20151836
Q1 2016218621
Q2 2016167018
Q3 2016117914
Q4 20165827
Q1 20173683
Q2 20173723
Q3 201747215
Q4 2017137622
Q1 2018198924
Q2 2018248326
Q3 20185999299532
Q4 201981995995052
Q1 2019899955926071
Q2 2019959947925865
Q3 2019919851925853
Q4 2019909651865560
Q1 2020709845824839
Q2 20205710049725259
Q3 20204196596553
close

Chart

Information correct as of: November 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 Q3 2020.

Tonik Energy had not submitted Q3 2020 data prior to the publication deadline. In October 2020, Tonik ceased to trade and we appointed Scottish Power as supplier of last resort.

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 PowerSimplicity EnergySocial Energy
Q1 20160
Q2 20160
Q3 201622
Q4 20160
Q1 201733
Q2 201733
Q3 201733
Q4 201765
Q1 201869
Q2 201873
Q3 2018837267230
Q4 20188001686956757
Q1 2019573023897117100
Q2 20193753084815467100
Q3 201939483996500820100
Q4 201953136484182033060
Q1 20204961788482025050
Q2 202055387275212557056
Q3 2020574040646746064
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2020.

Affect Energy is fully owned by Octopus, but operates under a separate licence and is therefore shown separately from Octopus as of Q3 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 Affect Energy
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 20189997100100010092
Q4 20189910010010009099
Q1 2019991001001008410096
Q2 201999100100100909799
Q3 20199910010010093989898
Q4 20199910010086889899100
Q1 202099961009485939990
Q2 202095971009491989796
Q3 2020991001009791939392
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Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2020.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers within eight weeks (%) (F-H)
Quarter/YearFoxgloveGoTo EnergyGreen.Good EnergyGreen Energy UKGulf Gas & Power UK
Q1 2014
Q2 2014
Q3 2014
Q4 2014
Q1 2015
Q2 2015
Q3 201591
Q4 201593
Q1 201691
Q2 201687
Q3 201681
Q4 201686
Q1 201797
Q2 201794
Q3 201784
Q4 201793
Q1 201885
Q2 2018868686
Q3 2018989896100
Q4 20181009893100
Q1 201999887896
Q2 2019608790100
Q3 2019921001009280100
Q4 2019961001009263100
Q1 20209310095998098
Q2 2020951001009980100
Q3 202094981009988100
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Chart

Information correct as of: November 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 Q3 2020.

Robin Hood Energy had not submitted Q3 2020 data prior to the publication deadline. In September 2020, British Gas announced it was taking over Robin Hood Energy customers.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers within eight weeks (%) (I-R)
Quarter/YearIgloo EnergyNabuh EnergyOrbit EnergyPFP EnergyRobin Hood EnergyPure Planet
Q3 201588
Q4 201589100
Q1 20168510093
Q2 2016869895
Q3 2016827191
Q4 2016799989
Q1 2017769695
Q2 2017719995
Q3 2017729789
Q4 2017739779
Q1 2018879984
Q2 20188686869878
Q3 201810010010010080
Q4 20181001001001009799
Q1 20199910010010010099
Q2 2019100100989910096
Q3 2019100100989910098
Q4 20199810010010010099
Q1 20209810096999297
Q2 20209910099999593
Q3 202095100999897
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Chart

Information correct as of: November 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 2016 to Q3 2020.

Tonik Energy had not submitted Q3 2020 data prior to the publication deadline. In October 2020, Tonik ceased to trade and we appointed Scottish Power as supplier of last resort.

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 PowerSimplicity EnergySocial Energy
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 2019100587710099100100100
Q3 201910091851009310010075100
Q4 20199949921009910010088100
Q1 20209884971009810010094100
Q2 202098649210094881009198
Q3 20209862100971001007997
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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.