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?

Suppliers are required to publish domestic complaints data on their websites on a quarterly basis. They also publish their 'top 5' reasons for complaints and the measures they are taking to improve how they handle customer complaints.

The six large suppliers have published quarterly domestic complaints data since 1 October 2012, and most 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:

  • all suppliers (grouped by size) since 2014
  • the six large suppliers for each quarter since 2013
  • six medium-sized suppliers since 2014
  • six small-sized suppliers since 2014.

The complaints data has been provided by each supplier. The figures are not audited by Ofgem. We have investigated Scottish Power and npower for breaches of the Complaint Handling Standards Regulations 2008. 

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 2018

This chart shows the total number of complaints received quarterly by each energy supplier group per 100,000 customer accounts between Q1 2014 and Q4 2017.

We now include Extra Energy in the group of small suppliers, as their gas and electricity customer account numbers have each declined below 250k since Q4 2016.

We now include Green Star Energy in the group of medium suppliers, as their gas and electricity customer account numbers have each increased above 250k since Q3 2017.

The chart includes estimated data for OVO for the period Q4 2015 - Q4 2017. OVO intends to provide actual information from Q2 2018 onwards.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by all suppliers per 100,000 customer accounts (GB)

QuarterSix large suppliersMedium-sized suppliersSmall-sized suppliers
Q1 20143,7962,6401,241
Q2 20143,6511,143991
Q3 20143,4041,0221,111
Q4 20143,5551,2051,579
Q1 20153,5981,4161,030
Q2 20152,9051,001651
Q3 20152,6311,037688
Q4 20152,1171,164892
Q1 20161,9711,533885
Q2 20161,8691,615685
Q3 20161,7451,618659
Q4 20161,8271,9931,017
Q1 20171,9832,3101,291
Q2 20171,9591,9891,107
Q3 20172,0161,7191,026
Q4 20171,9021,6611,136

Six large suppliers

Chart

Source: Suppliers data.

Information correct as of: February 2018

This graph shows the total number of complaints received by the six large energy suppliers per 100,000 customer accounts per quarter over the period Q1 2013 to Q4 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six large suppliers per 100,000 customer accounts

QuarterBritish GasEDF energyE.ONnpowerScottishPowerSSE
Q1 20132,2957,7843,1704,9181,5191,376
Q2 20131,6965,9463,3205,6261,6111,532
Q3 20131,5824,6462,9366,8671,3301,335
Q4 20132,4124,2283,2258,0131,3991,686
Q1 20143,0844,6143,7588,3031,3572,760
Q2 20142,8445,0113,9216,8901,6483,081
Q3 20142,7254,2763,4826,2582,0312,985
Q4 20142,8515,3413,3526,5682,0692,813
Q1 20153,0514,1083,6955,6352,6483,474
Q2 20152,5072,7123,2373,3382,7203,357
Q3 20152,1412,6392,5392,8982,7193,475
Q4 20151,7142,3842,0802,0952,4122,594
Q1 20161,8662,5062,0391,6742,2121,751
Q2 20161,5742,5331,7202,0562,3181,665
Q3 20161,5182,3531,6431,6052,2521,577
Q4 20161,5552,2231,8391,8742,4421,598
Q1 20171,4632,4382,2502,2002,4931,929
Q2 20171,3932,3562,2111,9862,6232,079
Q3 20171,3042,4062,5531,9962,8132,070
Q4 20171,0502,1782,5731,7943,1611,875
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Chart

Source: Suppliers data.

Information correct as of: November 2017

This graph shows the percentage of complaints resolved by the six large energy suppliers by the end of the next day from when a complaint was reported over the period Q1 2013 to Q3 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six large suppliers by end of next working day (%)

Quarter/YearBritish GasEDF energyE.ONnpowerScottishPowerSSE
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
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Chart

Source: Suppliers data.

Information correct as of: February 2018

This graph shows the percentage of complaints resolved by the six large energy suppliers within eight weeks from when a complaint was reported over the period Q1 2013 to Q4 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six large suppliers within eight weeks (%)

Quarter/YearBritish GasEDF energyE.ONnpowerScottishPowerSSE
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 2016919891869596
Q2 2016909890919896
Q3 2016919889929896
Q4 2016919791929796
Q1 2017909792929596
Q2 2017909793909496
Q3 2017899793919796
Q4 20179096949295
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Medium-sized suppliers

Chart

Source: Suppliers data.

Information correct as of: February 2018

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 2017.

The chart includes estimated data for OVO for the period Q4 2015 - Q4 2017. OVO intends to provide actual information from Q2 2108 onwards.

We now include Green Star Energy in the group of medium-sized suppliers, as their gas and electricity customer account numbers have each grown above 250k since Q3 2017.

 

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by medium-sized suppliers per 100,000 customer accounts

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility WarehouseGreen Star Energy
Q1 20143491,1821,3451,2241,949
Q2 20144869568393601,845
Q3 20144179496494471,772
Q4 20142479786311,2142,117
Q1 20152841,2276891,2382,711
Q2 20155481,0696257031,611
Q3 20151,2701,2125797271,322540
Q4 20151,0691,0925261,4671,992752
Q1 20161,2231,3546682,3792,769862
Q2 20168401,0029194,6522,0071157
Q3 20166561,09115633,3681,7851400
Q4 20165631,47925603,8401,3851191
Q1 20176912,05224195,6851,073888
Q2 20177861,88211876,005742430
Q3 20171,1211,83712364,146601657
Q4 20171,0661,7429084,294615666
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Chart

Source: Suppliers data.

Information correct as of: February 2018

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 2017.

We now include Green Star Energy in the group of medium-sized suppliers, as their gas and electricity customer account numbers have each grown above 250k since Q3 2017.

The chart includes estimated data for OVO for the period Q4 2015 - Q4 2017. OVO intends to provide 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-OperativeFirst UtilityOvoUtilitaUtility WarehouseGreen Star Energy
Q1 20146515708291
Q2 20145142806588
Q3 20144125758392
Q4 20143550718695
Q1 20154948738995
Q2 20155152839582
Q3 2015345069956937
Q4 2015334887928119
Q1 2016354585828617
Q2 2016274791867927
Q3 2016306496848232
Q4 2016245698897928
Q1 2017436498907528
Q2 2017446096946528
Q3 2017584997945028
Q4 2017564596935021
close

Chart

Source: Suppliers data.

Information correct as of: February 2018

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 2017.

We now include Green Star Energy in the group of medium-sized suppliers, as their gas and electricity customer account numbers have each grown above 250k since Q3 2017.

The chart includes estimated data for OVO for the period Q4 2015 - Q4 2017. OVO intends to provide actual information from Q2 2018 onwards.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers within eight weeks (%)

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility WarehouseGreen Star Energy
Q1 2014989199999996
Q2 20149981999999100
Q3 20149874999999100
Q4 20149978959910099
Q1 20159881969910084
Q2 20159385999910086
Q3 20159084991009774
Q4 201593801001009889
Q1 2016918099999982
Q2 20169484100999783
Q3 201681881001009882
Q4 20168789100999770
Q1 20179189100989887
Q2 20179688100989982
Q3 201794901001009790
Q4 201795851001009575
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Small-sized suppliers

Chart

Source: Supplier data.

Information correct as of: February 2018

This graph shows the total number of complaints received by the small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q1 2014 to Q4 2017.

 

 

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by small-sized suppliers per 10,000 customer accounts

Quarter/YearEcotricity Spark EnergyGood EnergyEconomy EnergyFlow EnergyExtra Energy
Q1 20141919320021
Q2 201425156198131
Q3 201437195204195
Q4 2014423782272819
Q1 2015541791993457
Q2 20154779110563162
Q3 20152973114863476
Q4 2015278112710143119
Q1 2016311041357638112
Q2 201630105103436865
Q3 2016379457474682
Q4 20163086425149240
Q1 201732105815943371
Q2 2017301081016458271
Q3 20173987697380239
Q4 201749967272118297
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Chart

Source: Suppliers data.

Information correct as of: February 2018

This graph shows the percentage of complaints resolved by 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 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by small-sized suppliers by end of next working day (%)

Quarter/YearEcotricity Spark EnergyGood EnergyEconomy EnergyFlow EnergyExtra Energy
Q1 201493886437
Q2 20148882642321
Q3 20149288592438
Q4 20148183633119
Q1 20158582592017
Q2 2015845963341021
Q3 201585706027828
Q4 2015867853272330
Q1 2016687651262143
Q2 2016477742432424
Q3 2016457129541827
Q4 2016576147451650
Q1 2017656459111539
Q2 2017727043253044
Q3 201753643431650
Q4 201753664253068
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Chart

Source: Suppliers data.

Information correct as of: February 2018

This graph shows the percentage of complaints resolved by small-sized energy suppliers within eight weeks from when a complaint was reported over the period Q1 2014 to Q4 2017.

 

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by small-sized suppliers within eight weeks (%)

Quarter/YearEcotricity Spark EnergyGood EnergyEconomy EnergyFlow EnergyExtra Energy
Q1 20141009993
Q2 20141009895100
Q3 20141009993100
Q4 201410099100100
Q1 2015100998678
Q2 20151009610071
Q3 20151009791947782
Q4 201510099931008572
Q1 201610099919910090
Q2 2016959987999649
Q3 2016949981979546
Q4 2016969986919571
Q1 2017849997918086
Q2 2017959994889990
Q3 2017879984919384
Q4 201799979399
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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: 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.