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

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 2020. The category ‘medium’ refers to those suppliers exceeding 1% market share in at least one fuel, but remaining below 5% in both fuels.

In Q3 2020 Bulb and Octopus Energy, previously considered medium-sized suppliers, have moved to the large supplier category.

As of Q3 2020, Shell Energy’s complaints include those for Green Star Energy, which Shell acquired in Q4 2019.

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 supplier to that of large suppliers 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.