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 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 largest 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 to present complaints information.

Through the graphs below, you can view supplier performance on consumer complaints handling for the six large suppliers for each quarter since 2013 and for the six largest independent 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.

Largest suppliers

Chart

Source: Suppliers data.

Information correct as of: November 2016

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 2016.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six large suppliers by end of next working day (%)
Quarter/YearBritish GasEDF energyE.ONnpowerScottishPowerSSE
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
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Chart

Source: Suppliers data.

Information correct as of: November 2016

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 2016.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six large suppliers within eight weeks (%)
Quarter/YearBritish GasEDF energyE.ONnpowerScottishPowerSSE
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 2016919891869596
Q2 2016909890919896
Q3 201691988992.96
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Chart

Source: Suppliers data.

Information correct as of: November 2016

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 2016.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six large suppliers per 100,000 customer accounts
QuarterBritish GasEDF energyE.ONnpowerScottishPowerSSE
01/01/20132,2957,7843,1704,9181,5191,376
01/04/20131,6965,9463,3205,6261,6111,532
01/07/20131,5824,6462,9366,8671,3301,335
01/10/20132,4124,2283,2258,0131,3991,686
01/01/20143,0844,6143,7588,3031,3572,760
01/04/20142,8445,0113,9216,8901,6483,081
01/07/20142,7254,2813,4786,2582,0312,985
01/10/20142,8515,3413,3526,5682,0692,813
01/01/20153,0514,1083,6955,6352,6483,474
01/04/20152,5072,7123,2373,3382,7203,357
01/07/20152,1412,6392,5392,8982,7193,475
01/10/20151,7142,3842,0802,0952,4122,594
01/01/20161,8662,5062,0391,6742,2121,751
01/04/20161,5742,5331,7202,0562,3181,665
01/07/20161,5182,3531,6431,6052,2521,577
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Independent suppliers

Chart

Source: Suppliers data.

Information correct as of: November 2016

This graph shows the percentage of complaints resolved by small and medium sized energy suppliers by the end of the next working day from when a complaint was reported.

 

Extra Energy, no data submitted for Q3 2016

Utilita data relates to the period for Q3 2016 up to 07 September 2016 only

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by small and medium sized suppliers by end of next working day (%)
Quarter/YearCo-opFirst UtilityEcotricityExtra EnergyOvoSpark EnergyUtilitaUtility Warehouse
Q1 201465159370888291
Q2 20145142882180826588
Q3 20144125923875888392
Q4 20143550811971838695
Q1 20154948851773828995
Q2 20155152842183599582
Q3 20153450852769709569
Q4 20153348863058789281
Q1 20163545684134768286
Q2 20162747472330778579
Q3 2016306445.30718482
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Chart

Source: Suppliers data.

Information correct as of: November 2016

This graph shows the percentage of complaints resolved by small and medium sized energy suppliers within eight weeks from when a complaint was reported over the period Q1 2014 to Q3 2016.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by independent suppliers within eight weeks (%)
Quarter/YearCo-opFirst UtilityOvoSpark EnergyUtilitaUtility WarehouseEcotricity
Q1 2014989199999999100
Q2 2014998199989999100
Q3 2014987499999999100
Q4 20149978959999100100
Q1 20159881969999100100
Q2 20159385999699100100
Q3 20159084999710097100
Q4 20159380999910098100
Q1 2016918096999999100
Q2 201694849799999795
Q3 2016818897991009894
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Chart

Source: Suppliers data.

Information correct as of: November 2016

This graph shows the total number of complaints received by small and medium sized energy suppliers per 100,000 customer accounts.

Note: Some suppliers calculated this indicator for 100,000 customers as opposed 100,000 customer accounts prior to Q1 2015.

 

Extra Energy, no data submitted for Q3 2016

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by small and medium sized suppliers per 100,000 customer accounts
Quarter/YearCo-opFirst UtilityEcotricityExtra EnergyOvoSpark EnergyUtilitaUtility Warehouse
Q1 20143491,1821931,3451,9351,2241,949
Q2 20149209562511538391,5443741,926
Q3 20147879493993716491,9424471,769
Q4 20144719784184896311,4521,2142,117
Q1 20155581,2275825696891,7921,2382,711
Q2 20155481,0694726186257897031,611
Q3 20151,2701,2122868655797317271,322
Q4 20151,0691,0922731,3721648061,4671,992
Q1 20161,2231,3543131,1211461,0402,3792,769
Q2 20168401,0023026541121,0524,6522,007
Q3 20166561,091370.801,0413,3681,785
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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: 22nd Sep 2016
  • Reports & plans
  • 22 Associated documents
Ofgem commissioned Quadrangle to research how satisfied energy consumers are with how suppliers handled their complaints.

  • Published: 26th Sep 2014
  • Reports & plans
  • 32 Associated documents
A research report we've commissioned to look at how energy companies handle customer complaints.