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: August 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 Q2 2018.

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 - 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	1241
Q2 2014	3651	1143	992
Q3 2014	3404	1022	1113
Q4 2014	3556	1205	1575
Q1 2015	3598	1416	1029
Q2 2015	2905	1001	652
Q3 2015	2631	1037	689
Q4 2015	2117	1164	891
Q1 2016	1971	1533	884
Q2 2016	1869	1615	685
Q3 2016	1745	1618	659
Q4 2016	1827	1993	1015
Q1 2017	1983	2310	1286
Q2 2017	1959	1989	1103
Q3 2017	2016	1719	1023
Q4 2017	1902	1661	1132
Q1 2018	1963	1501	1132
Q2 2018	2046	1452	1171

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: August 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 Q2 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

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: August 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 Q2 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

Chart

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

Source: Suppliers data.

Information correct as of: August 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 Q2 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		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: August 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 Q2 2018.

The chart includes estimated data for OVO for the period Q4 2015 - Q1 2018. OVO has provided actual information from Q2 2018 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	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
Q1 2016	1223	1354	668	2379	2769	862
Q2 2016	840	1002	919	4652	2007	1157
Q3 2016	656	1091	1563	3368	1783	1400
Q4 2016	563	1479	2560	3840	1385	1191
Q1 2017	691	2052	2419	5685	1073	888
Q2 2017	786	1882	1187	6005	742	430
Q3 2017	1121	1837	1236	4146	601	657
Q4 2017	1066	1742	908	4294	615	666
Q1 2018	1201	2122	687	3018	631	859
Q2 2018	1292	2688	914	1389	565	1540

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: August 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 Q2 2018.

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 - 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
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
Q1 2018	57	54	91	86	48	43
Q2 2018	57	59	91	73	45	37

Chart

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

Source: Suppliers data.

Information correct as of: August 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 Q2 2018.

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 - 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
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
Q1 2018	95	87	100	98	95	90
Q2 2018	95	90	99	95	97	86

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: August 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 Q2 2018.

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	Better Energy
Q1 2014	19	193	200		21
Q2 2014	25	156	198		13	1	119
Q3 2014	37	195	204		19	5	144
Q4 2014	42	378	227		28	19	60
Q1 2015	54	179	199		34	57	56
Q2 2015	47	79	110	56	31	62	97
Q3 2015	29	73	114	86	34	76	94
Q4 2015	27	81	127	101	43	119	41
Q1 2016	31	104	135	76	38	112	61
Q2 2016	30	105	103	43	68	65	58
Q3 2016	37	94	57	47	46	82	57
Q4 2016	30	86	42	51	49	240	50
Q1 2017	32	105	81	59	43	371	24
Q2 2017	30	108	101	64	58	271	10
Q3 2017	39	87	69	73	80	239	10
Q4 2017	49	96	72	72	118	297	20
Q1 2018	47	105	63	102	82	281	14
Q2 2018	42	149	53		53	221	6

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: August 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 Q2 2018.

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	Better Energy
Q1 2014	93	88	64		37
Q2 2014	88	82	64		23	21	85
Q3 2014	92	88	59		24	38	83
Q4 2014	81	83	63		31	19	93
Q1 2015	85	82	59		20	17	100
Q2 2015	84	59	63	34	10	21	92
Q3 2015	85	70	60	27	8	28	100
Q4 2015	86	78	53	27	23	30	100
Q1 2016	68	76	51	26	21	43	100
Q2 2016	47	77	42	43	24	24	96
Q3 2016	45	71	29	54	18	27	100
Q4 2016	57	61	47	45	16	50	96
Q1 2017	65	64	59	11	15	39	71
Q2 2017	72	70	43	25	30	44	100
Q3 2017	53	64	34	31	6	50	100
Q4 2017	53	66	42	5	30	68	93
Q1 2018	58	62	43	12	8	50	73
Q2 2018	50	70	41		15	57	75

Chart

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

Source: Suppliers data.

Information correct as of: August 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 Q2 2018.

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	Better Energy
Q1 2014	100	99			93
Q2 2014	100	98			95	100	100
Q3 2014	100	99			93	100	100
Q4 2014	100	99			100	100	100
Q1 2015	100	99			86	78	100
Q2 2015	100	96			100	71	100
Q3 2015	100	97	91	94	77	82	100
Q4 2015	100	99	93	100	85	72	100
Q1 2016	100	99	91	99	100	90	100
Q2 2016	95	99	87	99	96	49	100
Q3 2016	94	99	81	97	95	46	100
Q4 2016	96	99	86	91	95	71	100
Q1 2017	84	99	97	91	80	86	100
Q2 2017	95	99	94	88	99	90	100
Q3 2017	87	99	84	91	93	84	100
Q4 2017	99	97	93	69	99	93	100
Q1 2018	97	96	85			92	100
Q2 2018	92		97			92	100

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

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.