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: February 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 Q4 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 2017899793919796
Q4 20179096949295
close

Chart

Source: Suppliers data.

Information correct as of: February 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 Q4 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
Q4 20171,0502,1782,5731,7943,1611,875
close

Cyflenwyr Annibynnol

Chart

Source: Suppliers data.

Information correct as of: February 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 Q4 2017.

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 - Q4 2017. 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
close

Chart

Source: Suppliers data.

Information correct as of: February 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 Q4 2017.

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 - Q4 2017. 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
close

Chart

Source: Suppliers data.

Information correct as of: February 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 Q4 2017.

The chart includes estimated data for OVO for the period Q4 2015 - Q4 2017. OVO intends to provide actual information from Q2 2108 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 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 20151,2701,2125797271,322540
Q4 20151,0691,0925261,4671,992752
Q1 20161,2231,3546682,3792,769862
Q2 20168401,0029194,6522,0071157
Q3 20166561,09115633,3681,7851400
Q4 20165631,47925603,8401,3851191
Q1 20176912,05224195,6851,073888
Q2 20177861,88211876,005742430
Q3 20171,1211,83712364,146601657
Q4 20171,0661,7429084,294615666
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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: