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: November 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 Q3 2017.

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
Q1 2017507467495876
Q2 2017507168465776
Q3 2017516971455976
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2017.

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
Q1 2017909792929596
Q2 2017909793909496
Q3 20178997939197
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 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
Q2 20171,3932,3562,2111,9862,6232,079
Q3 20171,3042,4062,5531,9962,8132,070
close

Cyflenwyr Annibynnol

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2017.

The chart includes data for OVO that the company reported incorrectly between Q4 2015 and Q3 2017, which is currently under revision.

Policy Areas:

  • Domestic consumers

Data Table

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

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility Warehouse
Q1 20146515708291
Q2 20145142806588
Q3 20144125758392
Q4 20143550718695
Q1 20154948738995
Q2 20155152839582
Q3 20153450699569
Q4 20153348589281
Q1 20163545348286
Q2 20162747308679
Q3 20163064308482
Q4 20162456368979
Q1 20174364519075
Q2 20174460459465
Q3 20175849589450
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2017.

The chart includes data for OVO that the company reported incorrectly between Q4 2015 and Q3 2017, which is currently under revision.

Policy Areas:

  • Domestic consumers

Data Table

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

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility Warehouse
Q1 20149891999999
Q2 20149981999999
Q3 20149874999999
Q4 201499789599100
Q1 201598819699100
Q2 201593859999100
Q3 201590849910097
Q4 201593809910098
Q1 20169180959999
Q2 20169484979997
Q3 201681889710098
Q4 20168789969997
Q1 20179189969898
Q2 20179688899899
Q3 2017949010097
close

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2017.

The chart includes data for OVO that the company reported incorrectly between Q4 2015 and Q3 2017, which is currently under revision.

Policy Areas:

  • Domestic consumers

Data Table

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

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility Warehouse
Q1 20143491,1821,3451,2241,949
Q2 20144869568393601,845
Q3 20144179496494471,772
Q4 20142479786311,2142,117
Q1 20152841,2276891,2382,711
Q2 20155481,0696257031,611
Q3 20151,2701,2125797271,322
Q4 20151,0691,0921641,4671,992
Q1 20161,2231,3541462,3792,769
Q2 20168401,0021124,6522,007
Q3 20166561,091803,3681,785
Q4 20165631,479783,8401,385
Q1 20176912,052795,6851,073
Q2 20177861,882796,005742
Q3 20171,1211,837754,146601
close

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: