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: August 2020

This graph shows the percentage of complaints resolved by the six largest energy suppliers by the end of the next day from when a complaint was reported over the period Q1 2013 to Q2 2020.

In January 2020, OVO completed the acquisition of SSE’s domestic business and kept SSE as a separate white label brand. As a result, we have moved OVO from the group of medium-sized suppliers to that of the six largest as of Q1 2020. SSE’s complaints are now being reported under its parent OVO as of Q1 2020.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six largest suppliers by end of next working day (%)
Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE - End Q4 2019OVO - Start Q1 2020
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
Q2 2018535869425976
Q3 2018605878495477
Q4 2018585276494478
Q1 2019555276513981
Q2 2019495172524180
Q3 2019425269553981
Q4 2019385559554178
Q1 2020445257574479
Q2 2020536251573579
close

Chart

Source: Suppliers data.

Information correct as of: August 2020

This graph shows the percentage of complaints resolved by the six largest energy suppliers within eight weeks from when a complaint was reported over the period Q1 2013 to Q2 2020.

In January 2020, OVO completed the acquisition of SSE’s domestic business and kept SSE as a separate white label brand. As a result, we have moved OVO from the group of medium-sized suppliers to that of the six largest as of Q1 2020. SSE’s complaints are now being reported under its parent OVO as of Q1 2020.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six largest suppliers within eight weeks (%)
Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE - End Q4 2019OVO -Start Q1 2020
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 2018909594929795
Q2 2018929493919395
Q3 2018929595888496
Q4 2018939595888296
Q1 2019919495888196
Q2 2019919594888296
Q3 2019899592897496
Q4 2019889589907796
Q1 2020899390908096
Q2 2020889286886496
close

Chart

Source: Suppliers data.

Information correct as of: August 2020

This graph shows the total number of complaints received by the six largest energy suppliers per 100,000 customer accounts per quarter over the period Q1 2013 to Q2 2020.

In January 2020, OVO completed the acquisition of SSE’s domestic business and kept SSE as a separate white label brand. As a result, we have moved OVO from the group of medium-sized suppliers to that of the six largest as of Q1 2020. SSE’s complaints are now being reported under its parent OVO as of Q1 2020.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six largest suppliers per 100,000 customer accounts
Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE - End Q4 2019OVO - Start Q1 2020
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 201888322592607212435811942
Q2 2018122122352415207034792117
Q3 2018148622912517220827992546
Q4 2018156019622720239521162427
Q1 2019152420133079246420152558
Q2 20191,3662,2612,7782,1881,9922,351
Q3 20191,2282,2872,7112,1601,8942,470
Q4 20191,0922,3411,7202,0661,7932239
Q1 2020113022001501205418372104
Q2 20205901262688135411541961
close

Cyflenwyr Annibynnol

Chart

Source: Suppliers data.

Information correct as of: August 2020

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 Q2 2020.

The chart includes estimated data for OVO for the period Q4 2015 - Q1 2018. OVO has provided actual information on Q2 2018 onwards. In January 2020, OVO completed the acquisition of SSE’s domestic business. As a result, we have moved OVO from the group of medium-sized suppliers to that of the six largest as of Q1 2020.

As of Q1 2020, Octopus’ complaints include those for all companies they have recently absorbed and their white label brands. These include Engie’s domestic business and Co-operative Energy, among others. Affect Energy, also fully owned by Octopus, operates under a separate licence and is therefore shown separately as of Q3 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers by end of next working day (%)
Quarter/YearShell EnergyOVO - End Q4 2019UtilitaUtility WarehouseOctopus EnergyBulbAvro EnergyGreen Network Energy
Q1 201415708291
Q2 201442806588
Q3 201425758392
Q4 201450718695
Q1 201548738995
Q2 201552839582
Q3 201550699569
Q4 201548879281
Q1 201645858286
Q2 201647918679
Q3 201664968482
Q4 201656988979
Q1 201764989075
Q2 20176096946568
Q3 20174997945086
Q4 20174596935087
Q1 20185491864878
Q2 2018599173455176
Q3 20186390535555858670
Q4 20186691305341798246
Q1 20196690275445809444
Q2 20194992165547479250
Q3 20194088224956569443
Q4 20194090336255198832
Q1 202036335760198631
Q2 202048246366309349
close

Chart

Source: Suppliers data.

Information correct as of: August 2020

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 Q2 2020.

The chart includes estimated data for OVO for the period Q4 2015 - Q1 2018. OVO has provided actual information from Q2 2018 onwards. The chart includes estimated data for OVO for the period Q4 2015 - Q1 2018. OVO has provided actual information on Q2 2018 onwards. In January 2020, OVO completed the acquisition of SSE’s domestic business. As a result, we have moved OVO from the group of medium-sized suppliers to that of the six largest as of Q1 2020.

As of Q1 2020, Octopus’ complaints include those for all companies they have recently absorbed and their white label brands. These include Engie’s domestic business and Co-operative Energy, among others. Affect Energy, also fully owned by Octopus, operates under a separate licence and is therefore shown separately as of Q1 2020.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers within eight weeks (%)
Quarter/YearShell EnergyOVO - End Q4 2019UtilitaUtility WarehouseOctopus EnergyBulbAvro EnergyGreen Network Energy
Q1 201491999999
Q2 201481999999
Q3 201474999999
Q4 2014789599100
Q1 2015819699100
Q2 2015859999100
Q3 2015849910097
Q4 20158010010098
Q1 201680999999
Q2 2016841009997
Q3 20168810010098
Q4 2016891009997100
Q1 2017891009898100
Q2 2017881009899100
Q3 20179010010097100
Q4 20178510010095100
Q1 2018871009895100
Q2 201890999597100100
Q3 20189199999897999997
Q4 201892999798100979899
Q1 201992100889899989999
Q2 20198899469898999995
Q3 201986997998989599100
Q4 20198699879998889990
Q1 202083869994899882
Q2 202091889993959892
close

Chart

Source: Suppliers data.

Information correct as of: August 2020

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 Q2 2020.

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

In January 2020, OVO completed the acquisition of SSE’s domestic business. As a result, we have moved OVO from the group of medium-sized suppliers to that of the six largest as of Q1 2020.

As of Q1 2020, Octopus’ complaints include those for all companies they have recently absorbed and their white label brands. These include Engie’s domestic business and Co-operative Energy, among others. Affect Energy, also fully owned by Octopus, operates under a separate licence and is therefore shown separately as of Q1 2020.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by medium-sized suppliers per 100,000 customer accounts
Quarter/YearAvro EnergyShell EnergyOVO - End Q4 2019UtilitaUtility WarehouseOctopus EnergyBulbGreen Network Energy
Q1 20141182134512251949
Q2 20149568393601845
Q3 20149496494471772
Q4 201497863112142117
Q1 2015122768912382711
Q2 201510696257031611
Q3 201512125797271322
Q4 20151092526146719920
Q1 20161354668237927690
Q2 20161002919465220070
Q3 2016109115633368178310
Q4 201614792560384013854
Q1 201720522419568510732
Q2 201718821187600574264
Q3 201718371236414660126
Q4 20171742908429461539
Q1 20182122687301863170
Q2 20182688914138956522963
Q3 2018482639803939781132110721
Q4 20187230399191040915168283654
Q1 201986295110168781,090239251517
Q2 2019761,6881,3755361,063233320722
Q3 20191051,8711,4675411,147266383692
Q4 20191601,6932,2116151,352254407851
Q1 20202411478763743450651913
Q2 20201421667517471475969869
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: