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

Javascript is required to render chart Complaints resolved by the six largest suppliers by end of next working day (%).

Source: Suppliers data.

Information correct as of: August 2020

Chart Link

Link to chart

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/Year	British Gas	EDF energy	Eon	nPower	Scottish Power	SSE - End Q4 2019	OVO - Start Q1 2020
Q1 2013	79	91	93	87	63	75
Q2 2013	72	89	93	87	65	65
Q3 2013	72	83	89	89	62	72
Q4 2013	76	82	81	90	50	73
Q1 2014	80	84	82	86	50	82
Q2 2014	78	84	80	81	51	85
Q3 2014	77	84	81	85	51	86
Q4 2014	75	87	82	89	49	85
Q1 2015	75	84	81	88	48	87
Q2 2015	70	76	78	74	47	88
Q3 2015	68	78	75	69	52	88
Q4 2015	57	79	70	63	55	84
Q1 2016	57	77	68	39	49	77
Q2 2016	52	80	63	48	54	77
Q3 2016	54	79	59	58	59	75
Q4 2016	51	73	64	50	58	74
Q1 2017	50	74	67	49	58	76
Q2 2017	50	71	68	46	57	76
Q3 2017	51	69	71	45	59	76
Q4 2017	48	62	69	40	57	74
Q1 2018	51	59	69	40	62	74
Q2 2018	53	58	69	42	59	76
Q3 2018	60	58	78	49	54	77
Q4 2018	58	52	76	49	44	78
Q1 2019	55	52	76	51	39	81
Q2 2019	49	51	72	52	41	80
Q3 2019	42	52	69	55	39	81
Q4 2019	38	55	59	55	41	78
Q1 2020	44	52	57	57	44		79
Q2 2020	53	62	51	57	35		79

Chart

Javascript is required to render chart Complaints resolved by the six largest suppliers within eight weeks (%).

Source: Suppliers data.

Information correct as of: August 2020

Chart Link

Link to chart

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.

Policy Areas:

Domestic consumers

Data Table

Complaints resolved by the six largest suppliers within eight weeks (%)
Quarter/Year	British Gas	EDF energy	Eon	nPower	Scottish Power	SSE - End Q4 2019	OVO -Start Q1 2020
Q1 2013	96	97	98	97	98	96
Q2 2013	94	95	99	97	98	96
Q3 2013	94	96	97	97	98	95
Q4 2013	96	97	87	96	97	96
Q1 2014	96	97	94	94	94	97
Q2 2014	96	97	93	94	93	97
Q3 2014	94	96	94	97	86	97
Q4 2014	94	97	95	97	79	97
Q1 2015	95	97	94	97	87	97
Q2 2015	93	96	92	95	95	97
Q3 2015	92	97	91	95	95	98
Q4 2015	91	98	91	92	97	97
Q1 2016	91	98	90	86	95	96
Q2 2016	90	98	90	91	98	96
Q3 2016	91	98	89	92	98	96
Q4 2016	91	97	91	92	97	96
Q1 2017	90	97	92	92	95	96
Q2 2017	90	97	93	90	94	96
Q3 2017	89	97	93	91	97	96
Q4 2017	90	96	94	92	97	95
Q1 2018	90	95	94	92	97	95
Q2 2018	92	94	93	91	93	95
Q3 2018	92	95	95	88	84	96
Q4 2018	93	95	95	88	82	96
Q1 2019	91	94	95	88	81	96
Q2 2019	91	95	94	88	82	96
Q3 2019	89	95	92	89	74	96
Q4 2019	88	95	89	90	77	96
Q1 2020	89	93	90	90	80		96
Q2 2020	88	92	86	88	64		96

Chart

Javascript is required to render chart Complaints received by the six largest suppliers per 100,000 customer accounts.

Source: Suppliers data.

Information correct as of: August 2020

Chart Link

Link to chart

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.

Policy Areas:

Domestic consumers

Data Table

Complaints received by the six largest suppliers per 100,000 customer accounts
Quarter/Year	British Gas	EDF energy	Eon	nPower	Scottish Power	SSE - End Q4 2019	OVO - Start Q1 2020
Q1 2013	2295	7784	3170	4918	1519	1376
Q2 2013	1696	5946	3320	5626	1611	1532
Q3 2013	1582	4646	2936	6867	1330	1335
Q4 2013	2412	4228	3225	8013	1399	1686
Q1 2014	3084	4614	3758	8303	1357	2760
Q2 2014	2844	5011	3921	6890	1648	3081
Q3 2014	2725	4276	3482	6258	2031	2985
Q4 2014	2825	5341	3352	6568	2069	2813
Q1 2015	3051	4108	3695	5635	2648	3474
Q2 2015	2507	2712	3237	3338	2720	3357
Q3 2015	2141	2639	2539	2898	2719	3475
Q4 2015	1714	2384	2080	2095	2412	2594
Q1 2016	1866	2506	2039	1674	2212	1751
Q2 2016	1574	2533	1720	2056	2318	1665
Q3 2016	1518	2353	1643	1605	2252	1577
Q4 2016	1555	2223	1839	1874	2442	1598
Q1 2017	1463	2438	2250	2200	2493	1929
Q2 2017	1393	2356	2211	1986	2623	2079
Q3 2017	1304	2406	2553	1996	2813	2070
Q4 2017	1050	2178	2573	1794	3161	1875
Q1 2018	883	2259	2607	2124	3581	1942
Q2 2018	1221	2235	2415	2070	3479	2117
Q3 2018	1486	2291	2517	2208	2799	2546
Q4 2018	1560	1962	2720	2395	2116	2427
Q1 2019	1524	2013	3079	2464	2015	2558
Q2 2019	1,366	2,261	2,778	2,188	1,992	2,351
Q3 2019	1,228	2,287	2,711	2,160	1,894	2,470
Q4 2019	1,092	2,341	1,720	2,066	1,793	2239
Q1 2020	1130	2200	1501	2054	1837		2104
Q2 2020	590	1262	688	1354	1154		1961

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

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

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

Cyflenwyr Annibynnol

Chart

Javascript is required to render chart Complaints resolved by medium-sized suppliers by end of next working day (%).

Source: Suppliers data.

Information correct as of: August 2020

Chart Link

Link to chart

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/Year	Shell Energy	OVO - End Q4 2019	Utilita	Utility Warehouse	Octopus Energy	Bulb	Avro Energy	Green Network Energy
Q1 2014	15	70	82	91
Q2 2014	42	80	65	88
Q3 2014	25	75	83	92
Q4 2014	50	71	86	95
Q1 2015	48	73	89	95
Q2 2015	52	83	95	82
Q3 2015	50	69	95	69
Q4 2015	48	87	92	81
Q1 2016	45	85	82	86
Q2 2016	47	91	86	79
Q3 2016	64	96	84	82
Q4 2016	56	98	89	79
Q1 2017	64	98	90	75
Q2 2017	60	96	94	65		68
Q3 2017	49	97	94	50		86
Q4 2017	45	96	93	50		87
Q1 2018	54	91	86	48		78
Q2 2018	59	91	73	45	51	76
Q3 2018	63	90	53	55	55	85	86	70
Q4 2018	66	91	30	53	41	79	82	46
Q1 2019	66	90	27	54	45	80	94	44
Q2 2019	49	92	16	55	47	47	92	50
Q3 2019	40	88	22	49	56	56	94	43
Q4 2019	40	90	33	62	55	19	88	32
Q1 2020	36		33	57	60	19	86	31
Q2 2020	48		24	63	66	30	93	49

Chart

Javascript is required to render chart Complaints resolved by medium-sized suppliers within eight weeks (%).

Source: Suppliers data.

Information correct as of: August 2020

Chart Link

Link to chart

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.

Policy Areas:

Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers within eight weeks (%)
Quarter/Year	Shell Energy	OVO - End Q4 2019	Utilita	Utility Warehouse	Octopus Energy	Bulb	Avro Energy	Green Network Energy
Q1 2014	91	99	99	99
Q2 2014	81	99	99	99
Q3 2014	74	99	99	99
Q4 2014	78	95	99	100
Q1 2015	81	96	99	100
Q2 2015	85	99	99	100
Q3 2015	84	99	100	97
Q4 2015	80	100	100	98
Q1 2016	80	99	99	99
Q2 2016	84	100	99	97
Q3 2016	88	100	100	98
Q4 2016	89	100	99	97		100
Q1 2017	89	100	98	98		100
Q2 2017	88	100	98	99		100
Q3 2017	90	100	100	97		100
Q4 2017	85	100	100	95		100
Q1 2018	87	100	98	95		100
Q2 2018	90	99	95	97	100	100
Q3 2018	91	99	99	98	97	99	99	97
Q4 2018	92	99	97	98	100	97	98	99
Q1 2019	92	100	88	98	99	98	99	99
Q2 2019	88	99	46	98	98	99	99	95
Q3 2019	86	99	79	98	98	95	99	100
Q4 2019	86	99	87	99	98	88	99	90
Q1 2020	83		86	99	94	89	98	82
Q2 2020	91		88	99	93	95	98	92

Chart

Javascript is required to render chart Complaints received by medium-sized suppliers per 100,000 customer accounts.

Source: Suppliers data.

Information correct as of: August 2020

Chart Link

Link to chart

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.

Policy Areas:

Domestic consumers

Data Table

Complaints received by medium-sized suppliers per 100,000 customer accounts
Quarter/Year	Avro Energy	Shell Energy	OVO - End Q4 2019	Utilita	Utility Warehouse	Octopus Energy	Bulb	Green Network Energy
Q1 2014		1182	1345	1225	1949
Q2 2014		956	839	360	1845
Q3 2014		949	649	447	1772
Q4 2014		978	631	1214	2117
Q1 2015		1227	689	1238	2711
Q2 2015		1069	625	703	1611
Q3 2015		1212	579	727	1322
Q4 2015		1092	526	1467	1992		0
Q1 2016		1354	668	2379	2769		0
Q2 2016		1002	919	4652	2007		0
Q3 2016		1091	1563	3368	1783		10
Q4 2016		1479	2560	3840	1385		4
Q1 2017		2052	2419	5685	1073		2
Q2 2017		1882	1187	6005	742		64
Q3 2017		1837	1236	4146	601		26
Q4 2017		1742	908	4294	615		39
Q1 2018		2122	687	3018	631		70
Q2 2018		2688	914	1389	565	229	63
Q3 2018	48	2639	803	939	781	132	110	721
Q4 2018	72	3039	919	1040	915	168	283	654
Q1 2019	86	2951	1016	878	1,090	239	251	517
Q2 2019	76	1,688	1,375	536	1,063	233	320	722
Q3 2019	105	1,871	1,467	541	1,147	266	383	692
Q4 2019	160	1,693	2,211	615	1,352	254	407	851
Q1 2020	241	1478		763	743	450	651	913
Q2 2020	142	1667		517	471	475	969	869

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

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

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

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: