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 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 large suppliers have 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:

  • all suppliers (grouped by size)
  • the six large suppliers
  • seven medium-sized suppliers
  • twelve small-sized suppliers

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: November 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 Q3 2018.

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 all suppliers per 100,000 customer accounts (GB)

Quarter/YearBig 6 - Total Medium - Total Small - Total
Q1 2014379626401229
Q2 201436511143982
Q3 2014340410221100
Q4 2014355612051560
Q1 2015359814161021
Q2 201529051001649
Q3 201526311037683
Q4 201521171164906
Q1 201619711533874
Q2 201618691614705
Q3 201617451615680
Q4 201618271983979
Q1 2017198322901163
Q2 201719591956995
Q3 201720161650932
Q4 2017190215381038
Q1 2018196313941091
Q2 2018204612461181
Q3 2018216112161432

Six large suppliers

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six large 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
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Chart

Source: Suppliers data.

Information correct as of: November 2018

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 2018.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six large 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
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Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six large 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
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Medium-sized suppliers

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

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-OperativeFirst UtilityOvoUtilitaUtility WarehouseGreen Star EnergyBulb
Q1 20143491182134512251949
Q2 20144869568393601845
Q3 20144179496494471772
Q4 201424797863112142117
Q1 2015284122768912382711
Q2 201554810696257031611
Q3 2015127012125797271322540
Q4 201510691092526146719927520
Q1 201612231354668237927698620
Q2 201684010029194652200711570
Q3 20166561091156333681783140010
Q4 2016563147925603840138511914
Q1 201769120522419568510738882
Q2 201778618821187600574243064
Q3 2017112118371236414660165726
Q4 201710661742908429461566639
Q1 201812012122687301863185970
Q2 2018129226889141389565154063
Q3 2018179426398039397812779110
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Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

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-OperativeFirst UtilityOvoUtilitaUtility WarehouseGreen Star EnergyBulb
Q1 20146515708291
Q2 20145142806588
Q3 20144125758392
Q4 20143550718695
Q1 20154948738995
Q2 20155152839582
Q3 2015345069956937
Q4 20153348879281190
Q1 20163545858286170
Q2 20162747918679270
Q3 20163064968482320
Q4 20162456988979280
Q1 20174364989075280
Q2 201744609694652868
Q3 201758499794502886
Q4 201756459693502187
Q1 201857549186484378
Q2 201857599173453776
Q3 201892639053555585
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

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-OperativeFirst UtilityOvoUtilitaUtility WarehouseGreen Star EnergyBulb
Q1 2014989199999996
Q2 20149981999999100
Q3 20149874999999100
Q4 20149978959910099
Q1 20159881969910084
Q2 20159385999910086
Q3 20159084991009774
Q4 201593801001009889
Q1 2016918099999982
Q2 20169484100999783
Q3 201681881001009882
Q4 20168789100999770100
Q1 20179189100989887100
Q2 20179688100989982100
Q3 201794901001009790100
Q4 201795851001009575100
Q1 20189587100989590100
Q2 2018959099959786100
Q3 201893919999988599
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Small-sized suppliers

Chart

Source: Supplier data.

Information correct as of: November 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 Q3 2018.

 

 

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by small-sized suppliers per 10,000 customer accounts (A-F)

Quarter/YearBetter EnergyBristol EnergyEcotricityEconomy EnergyExtra EnergyFlow Energy
Q1 20141921
Q2 201411925113
Q3 201414437519
Q4 201460421928
Q1 201556545734
Q2 20159747566231
Q3 20159429867634
Q4 2015412710111943
Q1 20166110317611238
Q2 2016588130436568
Q3 2016576637478246
Q4 201650119305124049
Q1 201724138325937143
Q2 201710115306427158
Q3 201710110397323980
Q4 2017201044972297118
Q1 2018141344710228182
Q2 201862074214422153
Q3 20181321039183289102
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

Policy Areas:

  • Domestic consumers

Data Table

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

Quarter/YearBetter EnergyBristol EnergyEcotricityEconomy EnergyExtra EnergyFlow Energy
Q1 20149337
Q2 201485882123
Q3 201483923824
Q4 201493811931
Q1 2015100851720
Q2 20159284342110
Q3 20151008527288
Q4 201510086273023
Q1 20161008768264321
Q2 2016966547432424
Q3 20161004645542718
Q4 2016966357455016
Q1 2017717565113915
Q2 20171007372254430
Q3 2017100855331506
Q4 201793865356830
Q1 201873895812508
Q2 2018759050285715
Q3 2018649149266553
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

 

Policy Areas:

  • Domestic consumers

Data Table

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

Quarter/YearBetter EnergyBristol EnergyEcotricityEconomy EnergyExtra EnergyFlow Energy
Q1 201410093
Q2 201410010010095
Q3 201410010010093
Q4 2014100100100100
Q1 20151001007886
Q2 201510010071100
Q3 2015100100948277
Q4 20151001001007285
Q1 20161001001009990100
Q2 201610010095994996
Q3 20161009994974695
Q4 20161009896917195
Q1 20171009784918680
Q2 20171009895889099
Q3 20171009887918493
Q4 20171009899699399
Q1 20181009997719274
Q2 20181009992709293
Q3 20181009992689497
close

Chart

Source: Supplier data.

Information correct as of: November 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 Q3 2018

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by small-sized suppliers per 10,000 customer accounts (G-Z)

Quarter/YearGood EnergyiSupplyPFPRobin HoodSolarplicitySpark
Q1 201420064193
Q2 201419834156
Q3 201420426195
Q4 201422729378
Q1 201519940179
Q2 20151103779
Q3 2015114242573
Q4 2015127167262381
Q1 201613518873317104
Q2 201610315953347105
Q3 20165713678354294
Q4 2016428881394486
Q1 20178183385238105
Q2 201710168386454108
Q3 2017696133833587
Q4 20177260561085096
Q1 2018636313910271105
Q2 201853671209737149
Q3 2018585026197103144
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

Policy Areas:

  • Domestic consumers

Data Table

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

Quarter/YearGood EnergyiSupplyPFPRobin HoodSolarplicitySpark
Q1 2014645388
Q2 2014642582
Q3 2014592688
Q4 2014631983
Q1 2015593582
Q2 2015633659
Q3 201560751970
Q4 2015531836578
Q1 2016512173211676
Q2 201642168218577
Q3 2016291182145971
Q4 20164758177661
Q1 20175936338064
Q2 20174337039370
Q3 201734468155264
Q4 2017421370221666
Q1 201843198624762
Q2 2018412484265070
Q3 2018552195323981
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

Policy Areas:

  • Domestic consumers

Data Table

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

Quarter/YearGood EnergyiSupplyPFPRobin HoodSolarplicitySpark
Q1 201499
Q2 201498
Q3 201499
Q4 201499
Q1 201599
Q2 201596
Q3 2015918897
Q4 2015938910099
Q1 20169185309399
Q2 20168786189599
Q3 201681821009199
Q4 20168679718999
Q1 201797791009599
Q2 20179478100959999
Q3 20178472100899999
Q4 20179373337910097
Q1 20188587849296
Q2 201897898897
Q3 20189859100809299
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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.