Complaints resolved by large suppliers by end of next working day (%)

Chart

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

Source: Suppliers data.

Information correct as of: November 2020

This graph shows the percentage of complaints resolved by large energy suppliers by the end of the next day from when a complaint was reported over the period Q1 2013 to Q3 2020. The category ‘large’ refers to those suppliers whose market share exceeds 5% in at least one fuel.

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

In January 2020, OVO completed the acquisition of SSE’s domestic business and kept SSE as a separate white label brand. SSE’s complaints are reported under its parent OVO as of Q1 2020.

Policy Areas:

Domestic consumers

Data Table

Complaints resolved by large 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	Bulb - Start Q3 2020	Octopus Energy - Start Q3 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
Q3 2020	56	60	58	58	52		81	45	64

Date correct: November 2020
Policy area: Domestic consumers