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

Javascript is required to render chart Complaints received by all suppliers per 100,000 customer accounts (GB).

Source: Supplier data.

Information correct as of: February 2018

Chart Link

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)

Quarter	Six large suppliers	Medium-sized suppliers	Small-sized suppliers
Q1 2014	3,796	2,640	1,241
Q2 2014	3,651	1,143	991
Q3 2014	3,404	1,022	1,111
Q4 2014	3,555	1,205	1,579
Q1 2015	3,598	1,416	1,030
Q2 2015	2,905	1,001	651
Q3 2015	2,631	1,037	688
Q4 2015	2,117	1,164	892
Q1 2016	1,971	1,533	885
Q2 2016	1,869	1,615	685
Q3 2016	1,745	1,618	659
Q4 2016	1,827	1,993	1,017
Q1 2017	1,983	2,310	1,291
Q2 2017	1,959	1,989	1,107
Q3 2017	2,016	1,719	1,026
Q4 2017	1,902	1,661	1,136

Six large suppliers

Chart

Javascript is required to render chart Complaints received by the six large suppliers per 100,000 customer accounts.

Source: Suppliers data.

Information correct as of: February 2018

Chart Link

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

Quarter	British Gas	EDF energy	E.ON	npower	ScottishPower	SSE
Q1 2013	2,295	7,784	3,170	4,918	1,519	1,376
Q2 2013	1,696	5,946	3,320	5,626	1,611	1,532
Q3 2013	1,582	4,646	2,936	6,867	1,330	1,335
Q4 2013	2,412	4,228	3,225	8,013	1,399	1,686
Q1 2014	3,084	4,614	3,758	8,303	1,357	2,760
Q2 2014	2,844	5,011	3,921	6,890	1,648	3,081
Q3 2014	2,725	4,276	3,482	6,258	2,031	2,985
Q4 2014	2,851	5,341	3,352	6,568	2,069	2,813
Q1 2015	3,051	4,108	3,695	5,635	2,648	3,474
Q2 2015	2,507	2,712	3,237	3,338	2,720	3,357
Q3 2015	2,141	2,639	2,539	2,898	2,719	3,475
Q4 2015	1,714	2,384	2,080	2,095	2,412	2,594
Q1 2016	1,866	2,506	2,039	1,674	2,212	1,751
Q2 2016	1,574	2,533	1,720	2,056	2,318	1,665
Q3 2016	1,518	2,353	1,643	1,605	2,252	1,577
Q4 2016	1,555	2,223	1,839	1,874	2,442	1,598
Q1 2017	1,463	2,438	2,250	2,200	2,493	1,929
Q2 2017	1,393	2,356	2,211	1,986	2,623	2,079
Q3 2017	1,304	2,406	2,553	1,996	2,813	2,070
Q4 2017	1,050	2,178	2,573	1,794	3,161	1,875

Chart

Javascript is required to render chart Complaints resolved by the six large suppliers by end of next working day (%).

Source: Suppliers data.

Information correct as of: November 2017

Chart Link

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/Year	British Gas	EDF energy	E.ON	npower	ScottishPower	SSE
Q1 2013	79	91	93	87	63	75
Q2 2013	72	89	93	87	65	65
Q3 2013	72	83	89	89	62	72
Q4 2013	76	82	81	90	50	73
Q1 2014	80	84	82	86	50	82
Q2 2014	78	84	80	81	51	85
Q3 2014	77	84	81	85	51	86
Q4 2014	75	87	82	89	49	85
Q1 2015	75	84	81	88	48	87
Q2 2015	70	76	78	74	47	88
Q3 2015	68	78	75	69	52	88
Q4 2015	57	79	70	63	55	84
Q1 2016	57	77	68	39	49	77
Q2 2016	52	80	63	48	54	77
Q3 2016	54	79	59	58	59	75
Q4 2016	51	73	64	50	58	74
Q1 2017	50	74	67	49	58	76
Q2 2017	50	71	68	46	57	76
Q3 2017	51	69	71	45	59	76

Chart

Javascript is required to render chart Complaints resolved by the six large suppliers within eight weeks (%).

Source: Suppliers data.

Information correct as of: February 2018

Chart Link

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/Year	British Gas	EDF energy	E.ON	npower	ScottishPower	SSE
Q1 2013	96	97	98	97	98	96
Q2 2013	94	95	99	97	98	96
Q3 2013	94	96	97	97	98	95
Q4 2013	96	97	87	96	97	96
Q1 2014	96	97	94	94	94	97
Q2 2014	96	97	93	94	93	97
Q3 2014	94	96	94	97	86	97
Q4 2014	94	97	95	97	79	97
Q1 2015	95	97	94	97	87	97
Q2 2015	93	96	92	95	95	97
Q3 2015	92	97	91	95	95	98
Q4 2015	91	98	91	92	97	97
Q1 2016	91	98	91	86	95	96
Q2 2016	90	98	90	91	98	96
Q3 2016	91	98	89	92	98	96
Q4 2016	91	97	91	92	97	96
Q1 2017	90	97	92	92	95	96
Q2 2017	90	97	93	90	94	96
Q3 2017	89	97	93	91	97	96
Q4 2017	90	96	94	92		95

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

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

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

Medium-sized suppliers

Chart

Javascript is required to render chart Complaints received by medium-sized suppliers per 100,000 customer accounts.

Source: Suppliers data.

Information correct as of: February 2018

Chart Link

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/Year	Co-Operative	First Utility	Ovo	Utilita	Utility Warehouse	Green Star Energy
Q1 2014	349	1,182	1,345	1,224	1,949
Q2 2014	486	956	839	360	1,845
Q3 2014	417	949	649	447	1,772
Q4 2014	247	978	631	1,214	2,117
Q1 2015	284	1,227	689	1,238	2,711
Q2 2015	548	1,069	625	703	1,611
Q3 2015	1,270	1,212	579	727	1,322	540
Q4 2015	1,069	1,092	526	1,467	1,992	752
Q1 2016	1,223	1,354	668	2,379	2,769	862
Q2 2016	840	1,002	919	4,652	2,007	1157
Q3 2016	656	1,091	1563	3,368	1,785	1400
Q4 2016	563	1,479	2560	3,840	1,385	1191
Q1 2017	691	2,052	2419	5,685	1,073	888
Q2 2017	786	1,882	1187	6,005	742	430
Q3 2017	1,121	1,837	1236	4,146	601	657
Q4 2017	1,066	1,742	908	4,294	615	666

Chart

Javascript is required to render chart Complaints resolved by medium-sized suppliers by end of next working day (%).

Source: Suppliers data.

Information correct as of: February 2018

Chart Link

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/Year	Co-Operative	First Utility	Ovo	Utilita	Utility Warehouse	Green Star Energy
Q1 2014	65	15	70	82	91
Q2 2014	51	42	80	65	88
Q3 2014	41	25	75	83	92
Q4 2014	35	50	71	86	95
Q1 2015	49	48	73	89	95
Q2 2015	51	52	83	95	82
Q3 2015	34	50	69	95	69	37
Q4 2015	33	48	87	92	81	19
Q1 2016	35	45	85	82	86	17
Q2 2016	27	47	91	86	79	27
Q3 2016	30	64	96	84	82	32
Q4 2016	24	56	98	89	79	28
Q1 2017	43	64	98	90	75	28
Q2 2017	44	60	96	94	65	28
Q3 2017	58	49	97	94	50	28
Q4 2017	56	45	96	93	50	21

Chart

Javascript is required to render chart Complaints resolved by medium-sized suppliers within eight weeks (%).

Source: Suppliers data.

Information correct as of: February 2018

Chart Link

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/Year	Co-Operative	First Utility	Ovo	Utilita	Utility Warehouse	Green Star Energy
Q1 2014	98	91	99	99	99	96
Q2 2014	99	81	99	99	99	100
Q3 2014	98	74	99	99	99	100
Q4 2014	99	78	95	99	100	99
Q1 2015	98	81	96	99	100	84
Q2 2015	93	85	99	99	100	86
Q3 2015	90	84	99	100	97	74
Q4 2015	93	80	100	100	98	89
Q1 2016	91	80	99	99	99	82
Q2 2016	94	84	100	99	97	83
Q3 2016	81	88	100	100	98	82
Q4 2016	87	89	100	99	97	70
Q1 2017	91	89	100	98	98	87
Q2 2017	96	88	100	98	99	82
Q3 2017	94	90	100	100	97	90
Q4 2017	95	85	100	100	95	75

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

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

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

Small-sized suppliers

Chart

Javascript is required to render chart Complaints received by small-sized suppliers per 10,000 customer accounts.

Source: Supplier data.

Information correct as of: February 2018

Chart Link

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/Year	Ecotricity	Spark Energy	Good Energy	Economy Energy	Flow Energy	Extra Energy
Q1 2014	19	193	200		21
Q2 2014	25	156	198		13	1
Q3 2014	37	195	204		19	5
Q4 2014	42	378	227		28	19
Q1 2015	54	179	199		34	57
Q2 2015	47	79	110	56	31	62
Q3 2015	29	73	114	86	34	76
Q4 2015	27	81	127	101	43	119
Q1 2016	31	104	135	76	38	112
Q2 2016	30	105	103	43	68	65
Q3 2016	37	94	57	47	46	82
Q4 2016	30	86	42	51	49	240
Q1 2017	32	105	81	59	43	371
Q2 2017	30	108	101	64	58	271
Q3 2017	39	87	69	73	80	239
Q4 2017	49	96	72	72	118	297

Chart

Javascript is required to render chart Complaints resolved by small-sized suppliers by end of next working day (%).

Source: Suppliers data.

Information correct as of: February 2018

Chart Link

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/Year	Ecotricity	Spark Energy	Good Energy	Economy Energy	Flow Energy	Extra Energy
Q1 2014	93	88	64		37
Q2 2014	88	82	64		23	21
Q3 2014	92	88	59		24	38
Q4 2014	81	83	63		31	19
Q1 2015	85	82	59		20	17
Q2 2015	84	59	63	34	10	21
Q3 2015	85	70	60	27	8	28
Q4 2015	86	78	53	27	23	30
Q1 2016	68	76	51	26	21	43
Q2 2016	47	77	42	43	24	24
Q3 2016	45	71	29	54	18	27
Q4 2016	57	61	47	45	16	50
Q1 2017	65	64	59	11	15	39
Q2 2017	72	70	43	25	30	44
Q3 2017	53	64	34	31	6	50
Q4 2017	53	66	42	5	30	68

Chart

Javascript is required to render chart Complaints resolved by small-sized suppliers within eight weeks (%).

Source: Suppliers data.

Information correct as of: February 2018

Chart Link

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/Year	Ecotricity	Spark Energy	Good Energy	Economy Energy	Flow Energy	Extra Energy
Q1 2014	100	99			93
Q2 2014	100	98			95	100
Q3 2014	100	99			93	100
Q4 2014	100	99			100	100
Q1 2015	100	99			86	78
Q2 2015	100	96			100	71
Q3 2015	100	97	91	94	77	82
Q4 2015	100	99	93	100	85	72
Q1 2016	100	99	91	99	100	90
Q2 2016	95	99	87	99	96	49
Q3 2016	94	99	81	97	95	46
Q4 2016	96	99	86	91	95	71
Q1 2017	84	99	97	91	80	86
Q2 2017	95	99	94	88	99	90
Q3 2017	87	99	84	91	93	84
Q4 2017	99	97	93		99

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

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

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

Complaints data published by suppliers

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

Publications and updates

RSS Feed

Guidance on submitting customer complaints data

Published: 30th Jan 2018
Guidance
1 Associated documents

This guidance explains how suppliers must submit customer complaints data to us.

Complaints to energy companies research report 2016

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.

Complaints to energy companies research report 2014

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.