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 suppliers receive
  • how many 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: September 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 July and September 2016.

Policy Areas:

  • Domestic consumers

Data Table

Customer satisfaction: Six large gas suppliers
CategoryBritish GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service50%57%56%47%49%56%
Satisfied with understandable bills51%59%57%51%56%52%
Satisfied with ease of contacting supplier69%72%77%63%71%90%
Would recommend supplier34%43%41%29%36%42%
Agree supplier values its customers31%38%38%28%31%35%

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: September 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 July and September 2016.

Policy Areas:

  • Domestic consumers

Data Table

Customer satisfaction: Six large electricity suppliers
CategoryBritish GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service51%53%55%44%48%56%
Satisfied with understandable bills51%56%54%52%53%55%
Satisfied with ease of contacting supplier67%77%65%64%63%86%
Would recommend supplier37%38%38%27%35%42%
Agree supplier values its customers33%34%36%26%29%35%

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?’

close

Complaints handling and Ombudsman referrals

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Source: Suppliers data.

Information correct as of: November 2016

This chart shows, on a like for like basis, how many complaints suppliers receive. It measures how many complaints each supplier receives per 100,000 customer accounts. 

 

Extra Energy data relates to Q4 2015 and Q1 & Q2 2016 only

Policy Areas:

  • Domestic consumers

Data Table

All suppliers: Complaints received per 100,000 customer accounts
SupplierComplaints received per 100,000 customer accounts (Q4 2015 to Q3 2016)
Utilita11,867
EDF Energy9,775
ScottishPower9,194
Utility Warehouse8,553
SSE7,587
E.ON7,482
npower7,429
British Gas6,672
First Utility4,539
Spark Energy3,939
Co-Operative3,789
Extra Energy3,147
Ecotricity1,258
Ovo503
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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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The complaints data has been provided by each supplier. We have investigated Scottish Power and npower for breaches of the Complaint Handling Standards Regulations 2008. 

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