Compare supplier performance on complaints

This graph shows the percentage of complaints resolved by large energy suppliers by the end of the next day from when a complaint was reported over the period Q1 2013 to Q3 2020. The category ‘large’ refers to those suppliers whose market share exceeds 5% in at least one fuel.

In Q3 2020 Bulb and Octopus Energy, previously considered medium-sized suppliers, have moved to the large supplier category.

 In January 2020, OVO completed the acquisition of SSE’s domestic business and kept SSE as a separate white label brand. SSE’s complaints are reported under its parent OVO as of Q1 2020.  

This graph shows the percentage of complaints resolved by large suppliers within eight weeks from when a complaint was reported over the period Q1 2013 to Q3 2020. The category ‘large’ refers to those suppliers whose market share exceeds 5% in at least one fuel.

In Q3 2020 Bulb and Octopus Energy, previously considered medium-sized suppliers, have moved to the large supplier category.

 In January 2020, OVO completed the acquisition of SSE’s domestic business and kept SSE as a separate white label brand. SSE’s complaints are reported under its parent OVO as of Q1 2020.

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 2020. The category ‘medium’ refers to those suppliers exceeding 1% market share in at least one fuel, but remaining below 5% in both fuels.

In Q3 2020 Bulb and Octopus Energy, previously considered medium-sized suppliers, have moved to the large supplier category.

As of Q3 2020, Shell Energy’s complaints also include those for Green Star Energy, which Shell acquired in Q4 2019.

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

In January 2020, OVO completed the acquisition of SSE’s domestic business. As a result, we have moved OVO from the group of medium-sized supplier to that of large suppliers as of Q1 2020.

As of Q1 2020, Octopus’ complaints include those for all companies they have recently absorbed and their white label brands. These include Engie’s domestic business and Co-operative Energy, among others. Affect Energy, also fully owned by Octopus, operates under a separate licence and is therefore shown separately as of Q1 2020.

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 2020. The category ‘medium’ refers to suppliers exceeding 1% market share in at least one fuel, but remaining below 5% in both fuels.

In Q3 2020 Bulb and Octopus Energy, previously considered medium-sized suppliers, have moved to the large supplier category.

As of Q3 2020, Shell Energy’s complaints also include those for Green Star Energy, which Shell acquired in Q4 2019.

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

In January 2020, OVO completed the acquisition of SSE’s domestic business. As a result, we have moved OVO from the group of medium-sized supplier to that of large suppliers as of Q1 2020.

As of Q1 2020, Octopus’ complaints include those for all companies they have recently absorbed and their white label brands. These include Engie’s domestic business and Co-operative Energy, among others. Affect Energy, also fully owned by Octopus, operates under a separate licence and is therefore shown separately as of Q1 2020.

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 Q3 2020.

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 Q3 2015 to Q3 2020.

Nabuh Energy miscalculated the volume of received complaints between Q3 2018 and Q2 2020 and have started providing corrected data from Q3 2020.

Robin Hood Energy had not submitted Q3 2020 data prior to the publication deadline. In September 2020, British Gas announced it was taking over Robin Hood Energy customers.

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 2016 to Q3 2020.

Tonik Energy had not submitted Q3 2020 data prior to the publication deadline. In October 2020, Tonik ceased to trade and we appointed Scottish Power as supplier of last resort.

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 Q3 2020.

Affect Energy is fully owned by Octopus, but operates under a separate licence and is therefore shown separately from Octopus as of Q3 2019.

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 Q3 2020.

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 Q3 2015 to Q3 2020.

Robin Hood Energy had not submitted Q3 2020 data prior to the publication deadline. In September 2020, British Gas announced it was taking over Robin Hood Energy customers.

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 2016 to Q3 2020.

Tonik Energy had not submitted Q3 2020 data prior to the publication deadline. In October 2020, Tonik ceased to trade and we appointed Scottish Power as supplier of last resort.

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 Q3 2020.

Affect Energy is fully owned by Octopus, but operates under a separate licence and is therefore shown separately from Octopus as of Q3 2019.

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 Q3 2020.

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 Q3 2020.

Robin Hood Energy had not submitted Q3 2020 data prior to the publication deadline. In September 2020, British Gas announced it was taking over Robin Hood Energy customers.

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 2016 to Q3 2020.

Tonik Energy had not submitted Q3 2020 data prior to the publication deadline. In October 2020, Tonik ceased to trade and we appointed Scottish Power as supplier of last resort.