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 to present complaints information.

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

Source: Supplier data.

Information correct as of: February 2017

This chart shows the total number of complaints received quarterly by each energy supplier group per 100,000 customer accounts between 2014 and 2016.

Within the small-sized supplier group, Green Star Energy began submitting data in Q3 2015 and Economy Energy began submitting data in Q2 2015.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by all suppliers per 100,000 customer accounts (GB)
QuarterSix large suppliersMedium-sized suppliersSmall-sized suppliers
Q1 201437962,6401,241
Q2 201435891,1341,033
Q3 201434049961,256
Q4 201435551,1332,103
Q1 201535981,3401,267
Q2 20152905976668
Q3 201526311,071631
Q4 201521171,102749
Q1 201619711,393777
Q2 201618691,372788
Q3 201617451,231730
Q4 201618271,506659

Six large suppliers

Chart

Source: Suppliers data.

Information correct as of: February 2017

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 2016.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six large suppliers per 100,000 customer accounts
QuarterBritish GasEDF energyE.ONnpowerScottishPowerSSE
Q1 20132,2957,7843,1704,9181,5191,376
Q2 20131,6965,9463,3205,6261,6111,532
Q3 20131,5824,6462,9366,8671,3301,335
Q4 20132,4124,2283,2258,0131,3991,686
Q1 20143,0844,6143,7588,3031,3572,760
Q2 20142,8445,0113,9216,8901,6483,081
Q3 20142,7254,2813,4786,2582,0312,985
Q4 20142,8515,3413,3526,5682,0692,813
Q1 20153,0514,1083,6955,6352,6483,474
Q2 20152,5072,7123,2373,3382,7203,357
Q3 20152,1412,6392,5392,8982,7193,475
Q4 20151,7142,3842,0802,0952,4122,594
Q1 20161,8662,5062,0391,6742,2121,751
Q2 20161,5742,5331,7202,0562,3181,665
Q3 20161,5182,3531,6431,6052,2521,577
Q4 20161,5552,2231,8391,8742,4421,598
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Chart

Source: Suppliers data.

Information correct as of: February 2017

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 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
Q4 2016517364505874
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Chart

Source: Suppliers data.

Information correct as of: February 2017

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 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 2016919889929896
Q4 2016919791929796
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Medium-sized suppliers

Chart

Source: Suppliers data.

Information correct as of: February 2017

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 2016.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by medium-sized suppliers per 100,000 customer accounts
Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility WarehouseExtra Energy
Q1 20143491182134512241949
Q2 2014920956839374192611.31285706
Q3 2014787949649447176945.99438211
Q4 201447197863112142117188.2900454
Q1 2015558122768912382711568.5011544
Q2 2015547.53767651068.990173625.1675278703.24644091610.711202618.1627454
Q3 20151269.5866211211.516375578.9037377726.77306141321.736211759.048153
Q4 20151068.5510931092.415402164.42861061467.4172481992.2339951189.678237
Q1 20161223.4728111353.968659146.3101272379.4203822768.5040161120.903141
Q2 2016840.49972911001.655721112.42502694652.1355212007.440186654.5685622
Q3 201665610918033681785820
Q4 2016563.4246421479.28854978.392177253839.9371241385.0711712403.643607
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Chart

Source: Suppliers data.

Information correct as of: February 2017

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 2016.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers by end of next working day (%)
Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility WarehouseExtra Energy
Q1 20146515708291
Q2 2014514280658821.05263158
Q3 2014412575839237.68115942
Q4 2014355071869519.36056838
Q1 2015494873899517.2
Q2 201551.33333333528395.3277545382.4544861120.50431321
Q3 20153450.039991586995.0641940169.3710841528
Q4 2015334858.36687752928130
Q1 20163545.2475000934.4418052382.1481325285.5077775143
Q2 20162747.0015287230.497476578679.3534437324
Q3 2016306430848227
Q4 2016245636897950
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Chart

Source: Suppliers data.

Information correct as of: February 2017

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 2016.

Note: At the date of publication, no updated data was available for Co-operative Energy, Extra Energy and Ovo Energy.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers within eight weeks (%)
Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility WarehouseExtra Energy
Q1 20149891999999
Q2 20149981999999100
Q3 20149874999999100
Q4 201499789599100100
Q1 20159881969910078
Q2 201593859998.6410071
Q3 201590849910097.382
Q4 20159380991009872
Q1 201691809599.199.390
Q2 201694849799.4697.249
Q3 201681889799.7497.9
Q4 2016899997
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Small-sized suppliers

Chart

Source: Supplier data.

Information correct as of: February 2017

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 2016.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by small-sized suppliers per 10,000 customer accounts
Quarter/YearEcotricity Spark EnergyGood EnergyGreen Star EnergyEconomy EnergyFlow Energy
Q1 201419.31042763192.5453998200.149417121.37926822
Q2 201425.12710125155.6635019197.872475112.93929712
Q3 201437.32190713195.0592115204.492022918.91500962
Q4 201441.81472972377.6844727226.71820627.86295783
Q1 201554.30317603179.1658557198.592158634.4950849
Q2 201547.1565597878.850243211056.2945665331.13725842
Q3 201528.5840677973.11226898113.841506154.036575288326886.1279448233.86809269
Q4 201527.3019035780.64552101126.931674675.1822600243013100.614429343.41801386
Q1 201631.31093791103.9559595135.257724586.218370576317375.9997279738.40226989
Q2 201630.23436175105.1714294103115.6760544873243.3949451668.06282723
Q3 201636.9816435593.5454011156.8568374139.95507287392147.3978131346.16101467
Q4 201629.6944143285.7910262641.56413654119.08106317585851.2620574148.66923168
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Chart

Source: Suppliers data.

Information correct as of: February 2017

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 2016.

Note: No data has been provided for Q2 2015 for Good Energy.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by small-sized suppliers by end of next working day (%)
Quarter/YearEcotricity Spark EnergyGood EnergyGreen Star EnergyEconomy EnergyFlow Energy
Q1 201493886437
Q2 201488826423
Q3 201492885924
Q4 201481836331
Q1 201585825920
Q2 20158459.3676815633410
Q3 201584.8920863370.463078856037278
Q4 201585.5140186977.9459459553192723
Q1 201668.3712121276.0640539451172621
Q2 201646.5665236177.0895522441.7274323.75
Q3 2016457129325418
Q4 2016576147284516
close

Chart

Source: Suppliers data.

Information correct as of: February 2017

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 2016.

Note: At the date of publication, no updated data was available for Green Star Energy.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by small-sized suppliers within eight weeks (%)
Quarter/YearEcotricity Spark EnergyGood EnergyGreen Star EnergyEconomy EnergyFlow Energy
Q1 2014100999693
Q2 20141009810095
Q3 20141009910093
Q4 2014100999999.5
Q1 2015100998486
Q2 201510095.786100
Q3 201510096.591749477
Q4 201510099938910085
Q1 201610099918299100
Q2 2016959987819996
Q3 201694.3199.2819795
Q4 20169699869195
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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
  • 24 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.