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

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

Source: Supplier data.

Information correct as of: November 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 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/Year	Big 6 - Total	Medium - Total	Small - Total
Q1 2014	3796	2640	1229
Q2 2014	3651	1143	982
Q3 2014	3404	1022	1100
Q4 2014	3556	1205	1560
Q1 2015	3598	1416	1021
Q2 2015	2905	1001	649
Q3 2015	2631	1037	683
Q4 2015	2117	1164	906
Q1 2016	1971	1533	874
Q2 2016	1869	1614	705
Q3 2016	1745	1615	680
Q4 2016	1827	1983	979
Q1 2017	1983	2290	1163
Q2 2017	1959	1956	995
Q3 2017	2016	1650	932
Q4 2017	1902	1538	1038
Q1 2018	1963	1394	1091
Q2 2018	2046	1246	1181
Q3 2018	2161	1216	1432

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: November 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 Q3 2018.

Policy Areas:

Domestic consumers

Data Table

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

Quarter/Year	British Gas	EDF energy	Eon	nPower	Scottish Power	SSE
Q1 2013	2295	7784	3170	4918	1519	1376
Q2 2013	1696	5946	3320	5626	1611	1532
Q3 2013	1582	4646	2936	6867	1330	1335
Q4 2013	2412	4228	3225	8013	1399	1686
Q1 2014	3084	4614	3758	8303	1357	2760
Q2 2014	2844	5011	3921	6890	1648	3081
Q3 2014	2725	4276	3482	6258	2031	2985
Q4 2014	2825	5341	3352	6568	2069	2813
Q1 2015	3051	4108	3695	5635	2648	3474
Q2 2015	2507	2712	3237	3338	2720	3357
Q3 2015	2141	2639	2539	2898	2719	3475
Q4 2015	1714	2384	2080	2095	2412	2594
Q1 2016	1866	2506	2039	1674	2212	1751
Q2 2016	1574	2533	1720	2056	2318	1665
Q3 2016	1518	2353	1643	1605	2252	1577
Q4 2016	1555	2223	1839	1874	2442	1598
Q1 2017	1463	2438	2250	2200	2493	1929
Q2 2017	1393	2356	2211	1986	2623	2079
Q3 2017	1304	2406	2553	1996	2813	2070
Q4 2017	1050	2178	2573	1794	3161	1875
Q1 2018	883	2259	2607	2124	3581	1942
Q2 2018	1221	2235	2415	2070	3479	2117
Q3 2018	1486	2291	2517	2208	2799	2546

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 2018

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 2018.

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	Eon	nPower	Scottish Power	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
Q4 2017	48	62	69	40	57	74
Q1 2018	51	59	69	40	62	74
Q2 2018	53	58	69	42	59	76
Q3 2018	60	58	78	49	54	77

Chart

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

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

Policy Areas:

Domestic consumers

Data Table

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

Quarter/Year	British Gas	EDF energy	Eon	nPower	Scottish Power	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	90	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	97	95
Q1 2018	90	95	94	92	97	95
Q2 2018	92	94	93	91	93	95
Q3 2018	92	95	95	88	84	96

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: November 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 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/Year	Co-Operative	First Utility	Ovo	Utilita	Utility Warehouse	Green Star Energy	Bulb
Q1 2014	349	1182	1345	1225	1949
Q2 2014	486	956	839	360	1845
Q3 2014	417	949	649	447	1772
Q4 2014	247	978	631	1214	2117
Q1 2015	284	1227	689	1238	2711
Q2 2015	548	1069	625	703	1611
Q3 2015	1270	1212	579	727	1322	540
Q4 2015	1069	1092	526	1467	1992	752	0
Q1 2016	1223	1354	668	2379	2769	862	0
Q2 2016	840	1002	919	4652	2007	1157	0
Q3 2016	656	1091	1563	3368	1783	1400	10
Q4 2016	563	1479	2560	3840	1385	1191	4
Q1 2017	691	2052	2419	5685	1073	888	2
Q2 2017	786	1882	1187	6005	742	430	64
Q3 2017	1121	1837	1236	4146	601	657	26
Q4 2017	1066	1742	908	4294	615	666	39
Q1 2018	1201	2122	687	3018	631	859	70
Q2 2018	1292	2688	914	1389	565	1540	63
Q3 2018	1794	2639	803	939	781	2779	110

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: November 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 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/Year	Co-Operative	First Utility	Ovo	Utilita	Utility Warehouse	Green Star Energy	Bulb
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	0
Q1 2016	35	45	85	82	86	17	0
Q2 2016	27	47	91	86	79	27	0
Q3 2016	30	64	96	84	82	32	0
Q4 2016	24	56	98	89	79	28	0
Q1 2017	43	64	98	90	75	28	0
Q2 2017	44	60	96	94	65	28	68
Q3 2017	58	49	97	94	50	28	86
Q4 2017	56	45	96	93	50	21	87
Q1 2018	57	54	91	86	48	43	78
Q2 2018	57	59	91	73	45	37	76
Q3 2018	92	63	90	53	55	55	85

Chart

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

Source: Suppliers data.

Information correct as of: November 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 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/Year	Co-Operative	First Utility	Ovo	Utilita	Utility Warehouse	Green Star Energy	Bulb
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	100
Q1 2017	91	89	100	98	98	87	100
Q2 2017	96	88	100	98	99	82	100
Q3 2017	94	90	100	100	97	90	100
Q4 2017	95	85	100	100	95	75	100
Q1 2018	95	87	100	98	95	90	100
Q2 2018	95	90	99	95	97	86	100
Q3 2018	93	91	99	99	98	85	99

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 (A-F).

Source: Supplier data.

Information correct as of: November 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 Q3 2018.

Policy Areas:

Domestic consumers

Data Table

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

Quarter/Year	Better Energy	Bristol Energy	Ecotricity	Economy Energy	Extra Energy	Flow Energy
Q1 2014			19			21
Q2 2014	119		25		1	13
Q3 2014	144		37		5	19
Q4 2014	60		42		19	28
Q1 2015	56		54		57	34
Q2 2015	97		47	56	62	31
Q3 2015	94		29	86	76	34
Q4 2015	41		27	101	119	43
Q1 2016	61	10	31	76	112	38
Q2 2016	58	81	30	43	65	68
Q3 2016	57	66	37	47	82	46
Q4 2016	50	119	30	51	240	49
Q1 2017	24	138	32	59	371	43
Q2 2017	10	115	30	64	271	58
Q3 2017	10	110	39	73	239	80
Q4 2017	20	104	49	72	297	118
Q1 2018	14	134	47	102	281	82
Q2 2018	6	207	42	144	221	53
Q3 2018	13	210	39	183	289	102

Chart

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

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

Policy Areas:

Domestic consumers

Data Table

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

Quarter/Year	Better Energy	Bristol Energy	Ecotricity	Economy Energy	Extra Energy	Flow Energy
Q1 2014			93			37
Q2 2014	85		88		21	23
Q3 2014	83		92		38	24
Q4 2014	93		81		19	31
Q1 2015	100		85		17	20
Q2 2015	92		84	34	21	10
Q3 2015	100		85	27	28	8
Q4 2015	100		86	27	30	23
Q1 2016	100	87	68	26	43	21
Q2 2016	96	65	47	43	24	24
Q3 2016	100	46	45	54	27	18
Q4 2016	96	63	57	45	50	16
Q1 2017	71	75	65	11	39	15
Q2 2017	100	73	72	25	44	30
Q3 2017	100	85	53	31	50	6
Q4 2017	93	86	53	5	68	30
Q1 2018	73	89	58	12	50	8
Q2 2018	75	90	50	28	57	15
Q3 2018	64	91	49	26	65	53

Chart

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

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

Policy Areas:

Domestic consumers

Data Table

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

Quarter/Year	Better Energy	Bristol Energy	Ecotricity	Economy Energy	Extra Energy	Flow Energy
Q1 2014			100			93
Q2 2014	100		100		100	95
Q3 2014	100		100		100	93
Q4 2014	100		100		100	100
Q1 2015	100		100		78	86
Q2 2015	100		100		71	100
Q3 2015	100		100	94	82	77
Q4 2015	100		100	100	72	85
Q1 2016	100	100	100	99	90	100
Q2 2016	100	100	95	99	49	96
Q3 2016	100	99	94	97	46	95
Q4 2016	100	98	96	91	71	95
Q1 2017	100	97	84	91	86	80
Q2 2017	100	98	95	88	90	99
Q3 2017	100	98	87	91	84	93
Q4 2017	100	98	99	69	93	99
Q1 2018	100	99	97	71	92	74
Q2 2018	100	99	92	70	92	93
Q3 2018	100	99	92	68	94	97

Chart

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

Source: Supplier data.

Information correct as of: November 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 Q3 2018

Policy Areas:

Domestic consumers

Data Table

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

Quarter/Year	Good Energy	iSupply	PFP	Robin Hood	Solarplicity	Spark
Q1 2014	200				64	193
Q2 2014	198				34	156
Q3 2014	204				26	195
Q4 2014	227				29	378
Q1 2015	199				40	179
Q2 2015	110				37	79
Q3 2015	114			24	25	73
Q4 2015	127	167		26	23	81
Q1 2016	135	188	7	33	17	104
Q2 2016	103	159	53	34	7	105
Q3 2016	57	136	78	35	42	94
Q4 2016	42	88	81	39	44	86
Q1 2017	81	83	38	52	38	105
Q2 2017	101	68	38	64	54	108
Q3 2017	69	61	33	83	35	87
Q4 2017	72	60	56	108	50	96
Q1 2018	63	63	139	102	71	105
Q2 2018	53	67	120	97	37	149
Q3 2018	58	50	261	97	103	144

Chart

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

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

Policy Areas:

Domestic consumers

Data Table

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

Quarter/Year	Good Energy	iSupply	PFP	Robin Hood	Solarplicity	Spark
Q1 2014	64				53	88
Q2 2014	64				25	82
Q3 2014	59				26	88
Q4 2014	63				19	83
Q1 2015	59				35	82
Q2 2015	63				36	59
Q3 2015	60			75	19	70
Q4 2015	53	18		36	5	78
Q1 2016	51	21	73	21	16	76
Q2 2016	42	16	82	18	5	77
Q3 2016	29	11	82	14	59	71
Q4 2016	47	5	81	7	76	61
Q1 2017	59	3	63	3	80	64
Q2 2017	43	3	70	3	93	70
Q3 2017	34	4	68	15	52	64
Q4 2017	42	13	70	22	16	66
Q1 2018	43	19	86	24	7	62
Q2 2018	41	24	84	26	50	70
Q3 2018	55	21	95	32	39	81

Chart

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

Source: Suppliers data.

Information correct as of: November 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 Q3 2018.

Policy Areas:

Domestic consumers

Data Table

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

Quarter/Year	Good Energy	iSupply	PFP	Robin Hood	Solarplicity	Spark
Q1 2014						99
Q2 2014						98
Q3 2014						99
Q4 2014						99
Q1 2015						99
Q2 2015						96
Q3 2015	91	88				97
Q4 2015	93	89		100		99
Q1 2016	91	85	30	93		99
Q2 2016	87	86	18	95		99
Q3 2016	81	82	100	91		99
Q4 2016	86	79	71	89		99
Q1 2017	97	79	100	95		99
Q2 2017	94	78	100	95	99	99
Q3 2017	84	72	100	89	99	99
Q4 2017	93	73	33	79	100	97
Q1 2018	85	87		84	92	96
Q2 2018	97	89			88	97
Q3 2018	98	59	100	80	92	99

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

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

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

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

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

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

Complaints data published by suppliers

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

Publications and updates

RSS Feed

Complaints Handling Survey 2018

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.

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.