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.

The six large suppliers have voluntarily 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:

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

The complaints data is provided by suppliers. 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 2019

This chart shows the total number of complaints received quarterly by each energy supplier group per 100,000 customer accounts between Q2 2014 and Q4 2018.

As of February 2019, the chart includes complaints for the following suppliers: six large, seven medium (Co-operative Energy, First Utility, OVO, Utilita, Utility Warehouse, Green Star Energy, Bulb) and eleven small suppliers (Better Energy, Bristol Energy, Ecotricity, Engie, Flow Energy, Good Energy, iSupply, PFP, Robin Hood, Solarplicity, Zog Energy).

The chart includes estimated data for OVO for the period Q4 2015 - Q1 2018. OVO has provided actual information from Q2 2018 onwards.

Several medium and small suppliers have started submitting complaints data to us only from Q3 2018, after the introduction of our mandatory complaints reporting. We expect to start incorporating this additional information from Q3 2019, when a historic trend becomes available for these suppliers.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by suppliers per 100,000 customer accounts (GB)
Quarter/YearSix LargeMediumSmallAverage
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 20182161121614321973
Q4 20182092144613671963

Six large suppliers

Chart

Source: Suppliers data.

Information correct as of: February 2019

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 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
Q4 2018156019622720239521162427
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Chart

Source: Suppliers data.

Information correct as of: February 2019

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 Q4 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
Q4 2018585276494478
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Chart

Source: Suppliers data.

Information correct as of: February 2019

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 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
Q4 2018939595888296
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Medium-sized suppliers

Chart

Source: Suppliers data.

Information correct as of: February 2019

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 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
Q4 20181629303991910409154444283
close

Chart

Source: Suppliers data.

Information correct as of: February 2019

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 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 201869639053555585
Q4 201870669130536079
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Chart

Source: Suppliers data.

Information correct as of: February 2019

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 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
Q4 201895929997988497
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Small-sized suppliers

Chart

Source: Supplier data.

Information correct as of: February 2019

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 2018.

 

 

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by small-sized suppliers per 10,000 customer accounts (A-F)
Quarter/YearBetter EnergyBristol EnergyEcotricityFlow EnergyEngie
Q1 20141921
Q2 20141192513
Q3 20141443719
Q4 2014604228
Q1 2015565434
Q2 2015974731
Q3 2015942934
Q4 2015412743
Q1 201661103138
Q2 201658813068
Q3 201657663746
Q4 201650119304978
Q1 201724138324334
Q2 201710115305852
Q3 2017101103980100
Q4 2017201044911854
Q1 201814134478247
Q2 20186207425357
Q3 2018132103910279
Q4 2018152104720063
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Chart

Source: Suppliers data.

Information correct as of: February 2019

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 2018.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by small-sized suppliers by end of next working day (%) (A-F)
Quarter/YearBetter EnergyBristol EnergyEcotricityFlow EnergyEngie
Q1 20149337
Q2 2014858823
Q3 2014839224
Q4 2014938131
Q1 20151008520
Q2 2015928410
Q3 2015100858
Q4 20151008623
Q1 2016100876821
Q2 201696654724
Q3 2016100464518
Q4 2016966357160
Q1 20177175651524
Q2 201710073723019
Q3 20171008553644
Q4 20179386533031
Q1 2018738958837
Q2 20187590501552
Q3 20186491495356
Q4 20183693594570
close

Chart

Source: Suppliers data.

Information correct as of: February 2019

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 2018.

 

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by small-sized suppliers within eight weeks (%) (A-F)
Quarter/YearBetter EnergyBristol EnergyEcotricityFlow EnergyEngie
Q1 201410093
Q2 201410010095
Q3 201410010093
Q4 2014100100100
Q1 201510010086
Q2 2015100100100
Q3 201510010077
Q4 201510010085
Q1 2016100100100100
Q2 20161001009596
Q3 2016100999495
Q4 2016100989695
Q1 2017100978480
Q2 2017100989599
Q3 2017100988793
Q4 2017100989999
Q1 2018100999774
Q2 2018100999293
Q3 201810099929798
Q4 2018100999910098
close

Chart

Source: Supplier data.

Information correct as of: February 2019

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 2018.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by small-sized suppliers per 10,000 customer accounts (G-Z)
Quarter/YearGood EnergyiSupplyPFPRobin HoodSolarplicityZog Energy
Q1 201420064
Q2 201419834
Q3 201420426
Q4 201422729
Q1 201519940
Q2 201511037
Q3 20151142425
Q4 20151271672623
Q1 2016135188733177
Q2 2016103159533473
Q3 20165713678354214
Q4 201642888139443
Q1 2017818338523820
Q2 2017101683864544
Q3 2017696133833522
Q4 20177260561085027
Q1 201863631391027119
Q2 20185367120973716
Q3 201858502619710311
Q4 2018797639410320323
close

Chart

Source: Suppliers data.

Information correct as of: February 2019

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 2018.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by small-sized suppliers by end of next working day (%) (G-Z)
Quarter/YearGood EnergyiSupplyPFPRobin HoodSolarplicityZog Energy
Q1 20146453
Q2 20146425
Q3 20145926
Q4 20146319
Q1 20155935
Q2 20156336
Q3 2015607519
Q4 20155318365
Q1 201651217321160
Q2 20164216821850
Q3 2016291182145922
Q4 2016475817760
Q1 20175936338033
Q2 20174337039333
Q3 201734468155233
Q4 2017421370221665
Q1 201843198624769
Q2 2018412484265073
Q3 2018552195323930
Q4 2018574095522467
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Chart

Source: Suppliers data.

Information correct as of: February 2019

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 Q3 2015 to Q4 2018.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by small-sized suppliers within eight weeks (%) (G-Z)
Quarter/YearGood EnergyiSupplyPFPRobin HoodSolarplicityZog Energy
Q3 20159188
Q4 20159389100
Q1 2016918510093100
Q2 201687869895100
Q3 201681827191100
Q4 201686799989100
Q1 201797799695100
Q2 20179478999599100
Q3 20178472978999100
Q4 201793739779100100
Q1 20188587998492100
Q2 20189789987888100
Q3 201898591008092100
Q4 201898721009798100
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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.