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

Chart

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

Chart

Source: Suppliers data.

Information correct as of: May 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 Q1 2017.

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 20142,7254,2763,4826,2582,0312,985
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
Q1 20171,4632,4382,2502,2002,4931,929
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Chart

Source: Suppliers data.

Information correct as of: May 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 Q1 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by medium-sized suppliers per 100,000 customer accounts
Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility WarehouseExtra Energy
Q1 20143491,1821,3451,2241,949
Q2 20144869568393601,84511
Q3 20144179496494471,77246
Q4 20142479786311,2142,117188
Q1 20152841,2276891,2382,711569
Q2 20155481,0696257031,611618
Q3 20151,2701,2125797271,322759
Q4 20151,0691,0921641,4671,9921,190
Q1 20161,2231,3541462,3792,7691,121
Q2 20168401,0021124,6522,007655
Q3 20166561,091803,3681,785820
Q4 20165631,479783,8401,3852,404
Q1 20176912,052795,6851,0733,708
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Chart

Source: Supplier data.

Information correct as of: May 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 Q1 2017.

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 20141919320021
Q2 20142515619813
Q3 20143719520419
Q4 20144237822728
Q1 20155417919934
Q2 201547791105631
Q3 20152973114548634
Q4 201527811277510143
Q1 201631104135867638
Q2 2016301051031164368
Q3 20163794571404746
Q4 20163086421195149
Q1 20173210581895943
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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