Compare supplier performance on customer service

Mae’r dudalen yma ar gael yn Gymraeg.

We’re making it easier for you to see who the best and worst performers are in the energy market. We encourage you to consider energy suppliers’ customer service alongside price before you switch.

Below you can find information on:

  • customer satisfaction with energy suppliers
  • how many complaints are passed on to the Ombudsman to resolve. 

These indicators are an opportunity for energy suppliers to improve their service to you.

For more detailed information on consumer complaints data see:

Customer satisfaction

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Javascript is required to render chart Customer satisfaction: Six large gas suppliers.

Source: GfK.

Information correct as of: December 2016

We expect certain things from our energy suppliers, like being able to contact them when we need to and clear utility bills we can understand. You can use this chart to compare how the six large electricity suppliers perform on these, alongside other customer satisfaction measures. The data comes from the GfK Energy Research Panel and covers the period between October and December 2016.

Policy Areas:

  • Domestic consumers

Data Table

Customer satisfaction: Six large gas suppliers
CategoryBritish GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service52%56%57%48%49%55%
Satisfied with understandable bills53%57%57%51%51%54%
Satisfied with ease of contacting supplier73%63%71%63%64%68%
Would recommend supplier37%40%42%33%36%41%
Agree supplier values its customers35%39%40%29%33%31%

More information

Methodology

This data comes from the GfK Energy Research Panel. It’s a semi-continuous, nationally representative panel of 10,000 homes in Great Britain. The panel provides ongoing satisfaction and switching information. The data is not for commercial use. 

Customers were asked the question 'How satisfied are you with the service you get from your current supplier?’

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Chart

Javascript is required to render chart Customer satisfaction: Six large electricity suppliers.

Source: GfK.

Information correct as of: December 2016

We expect certain things from our energy suppliers, like being able to contact them when we need to and clear utility bills we can understand. You can use this chart to compare how the six large electricity suppliers perform on these, alongside other customer satisfaction measures. The data comes from the GfK Energy Research Panel and covers the period between October and December 2016.

Policy Areas:

  • Domestic consumers

Data Table

Customer satisfaction: Six large electricity suppliers
CategoryBritish GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service54%54%54%47%49%57%
Satisfied with understandable bills55%56%56%52%52%57%
Satisfied with ease of contacting supplier70%67%63%63%63%72%
Would recommend supplier41%38%40%29%35%41%
Agree supplier values its customers37%33%36%29%32%32%

More information

Methodology

This data comes from the GfK Energy Research Panel. It’s a semi-continuous, nationally representative panel of 10,000 homes in Great Britain. The panel provides ongoing satisfaction and switching information. The data is not for commercial use. 

Customers were asked the question 'How satisfied are you with the service you get from your current supplier?’

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Complaints handling and Ombudsman referrals

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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 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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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: Ombudsman Services: Energy.

Information correct as of: May 2016

Ombudsman Services: Energy can investigate if your complaint hasn’t been resolved to your satisfaction after eight weeks, or if the supplier tells you they can't do any more to resolve it. Data is provided by Ombudsman Services: Energy and these figures include complaints from micro-businesses.

Policy Areas:

  • Domestic consumers

Data Table

Complaints accepted by the Energy Ombudsman per 100,000 customers
Complaints per 100,000 customersQ1 2015Q2 2015Q3 2015Q4 2015Q1 2016
British Gas89978
EDF97755
E.ON1314151215
npower6557716672
ScottishPower173122897262
SSE44433
Co-op205813610375
First Utility3938413330
Ovo14101076
Utility Warehouse65645
Extra Energy139192

More information

Complaints accepted by the Energy Ombudsman: At-a-glance summary

Compared per 100,000 customers, the Ombudsman received between 3 and 192 complaints about individual suppliers between January 2015 and March 2016.

Data is provided by Ombudsman Services: Energy and these figures include complaints from micro-businesses.

You can find out more about the Ombudsman’s powers to investigate complaints in their Terms of Reference.

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Making a complaint to your supplier

If you have a complaint about your gas or electricity supplier or network operator, you should first contact them. See Complain about your gas or electricity bill or supplier

More guides on comparing energy suppliers