Cymharu perfformiad cyflenwyr o ran cwynion

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Rydym yn gweithio gyda chyflenwyr er mwyn gwella ansawdd, cwmpas ac amlygrwydd eu data am gwynion defnyddwyr domestig.

Beth mae'n rhaid i gyflenwyr ei wneud?

Mae'n ofynnol i gyflenwyr gyhoeddi data ar eu cwynion domestig ar eu gwefannau yn chwarterol. Mae'n rhaid iddynt hefyd gyhoeddi eu '5 rheswm pennaf' am gwynion a'r camau y maent yn eu cymryd i wella'r ffordd maen nhw'n trafod cwynion cwsmeriaid.

Mae'r chwe chyflenwr mwyaf wedi cyhoeddi eu data ar gwynion domestig chwarterol ers 1 Hydref 2012, ac mae cyflenwyr llai wedi gwneud ers 1 Ebrill 2013.

Perfformiad mwy clir wrth ymdrin â chwynion 

Mae Ofgem, Cyngor ar Bopeth a'r Ombwdsman yn cyhoeddi ystadegau cwynion. Mae'r ystadegau unigol yn dangos faint o gwynion mae cyflenwyr yn eu cael, faint y mae Cyngor ar Bopeth yn ymdrin â nhw, wedi'i bwysoli gan ddifrifwch y gŵyn, a faint sy'n cael eu hanfon at yr Ombwdsman wedi i'r cyflenwr fethu ymdrin â nhw. Mae hyn yn helpu i ddangos darlun llawn o gŵyn y cwsmer o'r dechrau i'r diwedd.

Yn ogystal â hyn, rydym wedi cyflwyno fformat cyffredinol sy'n orfodol ei ddefnyddio i gyflwyno gwybodaeth am gwynion.

Drwy'r graffiau isod, gallwch weld perfformiad cyflenwyr wrth ymdrin â chwynion defnyddwyr ar gyfer y chwe chyflenwr mawr ar gyfer pob chwarter ers 2013 ac ar gyfer y chwe chyflenwr annibynnol mwyaf ers 2014. Mae'r data ar gwynion wedi eu darparu gan bob cyflenwr. Nid Ofgem sydd wedi archwilio'r ffigurau. Rydym wedi ymchwilio i Scottish Power ac npower am dorri amodau Rheoliadau Safonau Trin Cwynion 2008.

I weld yr holl ffigurau a gyhoeddwyd gan gyflenwyr, ewch i'w gwefannau drwy'r ddefnyddio'r dolenni isod.

Cyflenwyr mwyaf

Chart

Source: Suppliers data.

Information correct as of: May 2018

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 Q1 2018.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six large suppliers by end of next working day (%)

Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE
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
Q1 2017507467495876
Q2 2017507168465776
Q3 2017516971455976
Q4 2017486269405774
Q1 2018515969406274
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Chart

Source: Suppliers data.

Information correct as of: May 2018

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 Q1 2018.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six large suppliers within eight weeks (%)

Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE
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 2016919890869596
Q2 2016909890919896
Q3 2016919889929896
Q4 2016919791929796
Q1 2017909792929596
Q2 2017909793909496
Q3 2017899793919796
Q4 2017909694929795
Q1 20189095949295
close

Chart

Source: Suppliers data.

Information correct as of: May 2018

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 2018.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six large suppliers per 100,000 customer accounts

Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE
Q1 2013229577843170491815191376
Q2 2013169659463320562616111532
Q3 2013158246462936686713301335
Q4 2013241242283225801313991686
Q1 2014308446143758830313572760
Q2 2014284450113921689016483081
Q3 2014272542763482625820312985
Q4 2014282553413352656820692813
Q1 2015305141083695563526483474
Q2 2015250727123237333827203357
Q3 2015214126392539289827193475
Q4 2015171423842080209524122594
Q1 2016186625062039167422121751
Q2 2016157425331720205623181665
Q3 2016151823531643160522521577
Q4 2016155522231839187424421598
Q1 2017146324382250220024931929
Q2 2017139323562211198626232079
Q3 2017130424062553199628132070
Q4 2017105021782573179431611875
Q1 201888322582607212435811942
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Cyflenwyr Annibynnol

Chart

Source: Suppliers data.

Information correct as of: May 2018

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 Q1 2018.

We now include Green Star Energy in the group of medium-sized suppliers, as their gas and electricity customer account numbers have each grown above 250k since Q3 2017.

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

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers by end of next working day (%)

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility WarehouseGreen Star Energy
Q1 20146515708291
Q2 20145142806588
Q3 20144125758392
Q4 20143550718695
Q1 20154948738995
Q2 20155152839582
Q3 2015345069956937
Q4 2015334887928119
Q1 2016354585828617
Q2 2016274791867927
Q3 2016306496848232
Q4 2016245698897928
Q1 2017436498907528
Q2 2017446096946528
Q3 2017584997945028
Q4 2017564596935021
Q1 2018575491864843
close

Chart

Source: Suppliers data.

Information correct as of: May 2018

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 Q1 2018.

We now include Green Star Energy in the group of medium-sized suppliers, as their gas and electricity customer account numbers have each grown above 250k since Q3 2017.

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

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers within eight weeks (%)

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility WarehouseGreen Star Energy
Q1 2014989199999996
Q2 20149981999999100
Q3 20149874999999100
Q4 20149978959910099
Q1 20159881969910084
Q2 20159385999910086
Q3 20159084991009774
Q4 201593801001009889
Q1 2016918099999982
Q2 20169484100999783
Q3 201681881001009882
Q4 20168789100999770
Q1 20179189100989887
Q2 20179688100989982
Q3 201794901001009790
Q4 201795851001009575
Q1 201895871009895
close

Chart

Source: Suppliers data.

Information correct as of: May 2018

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 2018.

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

We now include Green Star Energy in the group of medium-sized suppliers, as their gas and electricity customer account numbers have each grown above 250k since Q3 2017.

 

 

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by medium-sized suppliers per 100,000 customer accounts

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility WarehouseGreen Star Energy
Q1 20143491182134512251949
Q2 20144869568393601845
Q3 20144179496494471772
Q4 201424797863112142117
Q1 2015284122768912382711
Q2 201554810696257031611
Q3 2015127012125797271322540
Q4 20151069109252614671992752
Q1 20161223135466823792769862
Q2 20168401002919465220071157
Q3 201665610911563336817831400
Q4 201656314792560384013851191
Q1 20176912052241956851073888
Q2 2017786188211876005742430
Q3 20171121183712364146601657
Q4 2017106617429084294615666
Q1 2018120121226873018631859
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Data ar gwynion wedi eu cyhoeddi gan gyflenwyr

Er mwyn gweld y wybodaeth sydd wedi ei chyhoeddi gan gyflenwyr, dewiswch o'r dolenni allanol canlynol: