Compare supplier performance on complaints

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
twelve small-sized suppliers
all above suppliers (grouped by size)

The complaints data is provided by suppliers. The figures are not audited by Ofgem.

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 suppliers per 100,000 customer accounts (GB).

Source: Supplier data.

Information correct as of: May 2019

Chart Link

Link to chart

This chart shows the total number of complaints received quarterly by each energy supplier group per 100,000 customer accounts between Q2 2014 and Q1 2019.

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

In May 2018, Co-operative Energy bought Flow Energy through direct corporate acquisition and has been operating it as a fully owned, but separately licensed brand.

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

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/Year	Six Large	Medium	Small	Average
Q2 2014	3651	1143	992	3520
Q3 2014	3404	1022	1113	3270
Q4 2014	3556	1205	1575	3415
Q1 2015	3598	1416	1029	3444
Q2 2015	2905	1001	652	2702
Q3 2015	2631	1037	689	2448
Q4 2015	2117	1164	891	1997
Q1 2016	1971	1533	884	1897
Q2 2016	1869	1615	685	1808
Q3 2016	1745	1618	659	1697
Q4 2016	1827	1993	1015	1819
Q1 2017	1983	2310	1286	1999
Q2 2017	1959	1989	1103	1933
Q3 2017	2016	1719	1023	1943
Q4 2017	1902	1661	1132	1843
Q1 2018	1963	1501	1132	1872
Q2 2018	2046	1452	1252	1938
Q3 2018	2161	1216	1432	1973
Q4 2018	2092	1446	1367	1963
Q1 2019	2157	1412	1416	2006

Six large suppliers

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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: May 2019

Chart Link

Link to chart

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 Q1 2019.

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
Q4 2018	1560	1962	2720	2395	2116	2427
Q1 2019	1524	2013	3079	2464	2015	2558

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: May 2019

Chart Link

Link to chart

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 Q1 2019.

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
Q4 2018	58	52	76	49	44	78
Q1 2019	55	52	76	51	39	81

Chart

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

Source: Suppliers data.

Information correct as of: May 2019

Chart Link

Link to chart

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 Q1 2019.

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
Q4 2018	93	95	95	88	82	96
Q1 2019	91	94	95	88	81	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

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

Source: Suppliers data.

Information correct as of: May 2019

Chart Link

Link to chart

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 Q1 2019.

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	Shell Energy	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
Q4 2018	1629	3039	919	1040	915	4444	283
Q1 2019	1188	2951	1016	884	1101	5544	251

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: May 2019

Chart Link

Link to chart

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 Q1 2019.

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	Shell Energy	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	69	63	90	53	55	55	85
Q4 2018	70	66	91	30	53	60	79
Q1 2019	60	66	90	27	54	52	80

Chart

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

Source: Suppliers data.

Information correct as of: May 2019

Chart Link

Link to chart

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 Q1 2019.

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	Shell Energy	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
Q4 2018	95	92	99	97	98	84	97
Q1 2019	91	92	100	88	98	74	98

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 a selection of small-sized suppliers per 10,000 customer accounts (A-F).

Source: Supplier data.

Information correct as of: May 2019

Chart Link

Link to chart

This graph shows the total number of complaints received by a selection of small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q1 2014 to Q1 2019.

Policy Areas:

Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (A-F)
Quarter/Year	Better Energy	Bristol Energy	Ecotricity	Flow Energy	Engie	Breeze Energy
Q1 2014			19	21
Q2 2014	119		25	13
Q3 2014	144		37	19
Q4 2014	60		42	28
Q1 2015	56		54	34
Q2 2015	97		47	31
Q3 2015	94		29	34
Q4 2015	41		27	43
Q1 2016	61	10	31	38
Q2 2016	58	81	30	68
Q3 2016	57	66	37	46
Q4 2016	50	119	30	49	78
Q1 2017	24	138	32	43	34
Q2 2017	10	115	30	58	52
Q3 2017	10	110	39	80	100	79
Q4 2017	20	104	49	118	54	23
Q1 2018	14	134	47	82	47	9
Q2 2018	6	207	42	53	57	6
Q3 2018	13	210	39	102	79	6
Q4 2018	15	210	47	200	63	1
Q1 2019	28	226	87	277	76	4

Chart

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

Source: Suppliers data.

Information correct as of: May 2019

Chart Link

Link to chart

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers by the end of the next working day from when a complaint was reported over the period Q1 2014 to Q1 2019.

Policy Areas:

Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers by end of next working day (%) (A-F)
Quarter/Year	Better Energy	Bristol Energy	Ecotricity	Flow Energy	Engie	Breeze Energy
Q1 2014			93	37
Q2 2014	85		88	23
Q3 2014	83		92	24
Q4 2014	93		81	31
Q1 2015	100		85	20
Q2 2015	92		84	10
Q3 2015	100		85	8
Q4 2015	100		86	23
Q1 2016	100	87	68	21
Q2 2016	96	65	47	24
Q3 2016	100	46	45	18
Q4 2016	96	63	57	16	0
Q1 2017	71	75	65	15	24
Q2 2017	100	73	72	30	19
Q3 2017	100	85	53	6	44	95
Q4 2017	93	86	53	30	31	97
Q1 2018	73	89	58	8	37	81
Q2 2018	75	90	50	15	52	81
Q3 2018	64	91	49	53	56	83
Q4 2018	36	93	59	45	70	67
Q1 2019	73	94	56	58	67	92

Chart

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

Source: Suppliers data.

Information correct as of: May 2019

Chart Link

Link to chart

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers within eight weeks from when a complaint was reported over the period Q1 2014 to Q1 2019.

Policy Areas:

Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers within eight weeks (%) (A-F)
Quarter/Year	Better Energy	Bristol Energy	Ecotricity	Flow Energy	Engie	Breeze Energy
Q1 2014			100	93
Q2 2014	100		100	95
Q3 2014	100		100	93
Q4 2014	100		100	100
Q1 2015	100		100	86
Q2 2015	100		100	100
Q3 2015	100		100	77
Q4 2015	100		100	85
Q1 2016	100	100	100	100
Q2 2016	100	100	95	96
Q3 2016	100	99	94	95
Q4 2016	100	98	96	95
Q1 2017	100	97	84	80
Q2 2017	100	98	95	99
Q3 2017	100	98	87	93
Q4 2017	100	98	99	99
Q1 2018	100	99	97	74		100
Q2 2018	100	99	92	93		100
Q3 2018	100	99	92	97	98	100
Q4 2018	100	99	99	100	98	100
Q1 2019	100	99	96	100	98	100

Chart

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

Source: Supplier data.

Information correct as of: May 2019

Chart Link

Link to chart

This graph shows the total number of complaints received by a selection of small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q1 2014 to Q1 2019.

Policy Areas:

Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (G-Z)
Quarter/Year	Good Energy	iSupply	PFP	Robin Hood	Solarplicity	Zog Energy
Q1 2014	200				64
Q2 2014	198				34
Q3 2014	204				26
Q4 2014	227				29
Q1 2015	199				40
Q2 2015	110				37
Q3 2015	114			24	25
Q4 2015	127	167		26	23
Q1 2016	135	188	7	33	17	7
Q2 2016	103	159	53	34	7	3
Q3 2016	57	136	78	35	42	14
Q4 2016	42	88	81	39	44	3
Q1 2017	81	83	38	52	38	20
Q2 2017	101	68	38	64	54	4
Q3 2017	69	61	33	83	35	22
Q4 2017	72	60	56	108	50	27
Q1 2018	63	63	139	102	71	19
Q2 2018	53	67	120	97	37	16
Q3 2018	58	50	261	97	103	11
Q4 2018	79	76	394	103	203	23
Q1 2019	92	95	247	138	89	13

Chart

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

Source: Suppliers data.

Information correct as of: May 2019

Chart Link

Link to chart

Policy Areas:

Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers by end of next working day (%) (G-Z)
Quarter/Year	Good Energy	iSupply	PFP	Robin Hood	Solarplicity	Zog Energy
Q1 2014	64				53
Q2 2014	64				25
Q3 2014	59				26
Q4 2014	63				19
Q1 2015	59				35
Q2 2015	63				36
Q3 2015	60			75	19
Q4 2015	53	18		36	5
Q1 2016	51	21	73	21	16	0
Q2 2016	42	16	82	18	5	0
Q3 2016	29	11	82	14	59	22
Q4 2016	47	5	81	7	76	0
Q1 2017	59	3	63	3	80	33
Q2 2017	43	3	70	3	93	33
Q3 2017	34	4	68	15	52	33
Q4 2017	42	13	70	22	16	65
Q1 2018	43	19	86	24	7	69
Q2 2018	41	24	84	26	50	73
Q3 2018	55	21	95	32	39	30
Q4 2018	57	40	95	52	24	67
Q1 2019	53	52	92	54	13	4

Chart

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

Source: Suppliers data.

Information correct as of: May 2019

Chart Link

Link to chart

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers within eight weeks from when a complaint was reported over the period Q3 2015 to Q1 2019.

Policy Areas:

Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers within eight weeks (%) (G-Z)
Quarter/Year	Good Energy	iSupply	PFP	Robin Hood	Solarplicity	Zog Energy
Q3 2015	91	88
Q4 2015	93	89		100
Q1 2016	91	85	100	93		100
Q2 2016	87	86	98	95		100
Q3 2016	81	82	71	91		100
Q4 2016	86	79	99	89		100
Q1 2017	97	79	96	95		100
Q2 2017	94	78	99	95	99	100
Q3 2017	84	72	97	89	99	100
Q4 2017	93	73	97	79	100	100
Q1 2018	85	87	99	84	92	100
Q2 2018	97	89	98	78	88	100
Q3 2018	98	59	100	80	92	100
Q4 2018	98	72	100	97	98	100
Q1 2019	88	83	100	100	88	100

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

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

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

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

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

Complaints resolved by a selection of 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:

Compare supplier performance on complaints

What must suppliers do?

Clearer complaint handling performance

All suppliers

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Policy Areas:

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Six large suppliers

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Medium-sized suppliers

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Small-sized suppliers

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Complaints data published by suppliers

Publications and updates

Complaints Handling Survey 2018

Guidance on submitting customer complaints data

Complaints to energy companies research report 2016

Complaints to energy companies research report 2014