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


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
Date correct
August 2020
Policy area