Complaints resolved by medium-sized 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 medium-sized energy suppliers by the end of the next working day from when a complaint was reported 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 also 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.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers by end of next working day (%)
Quarter/YearGreen Network EnergyShell EnergyOVO - End Q4 2019UtilitaUtility WarehouseOctopus Energy - End Q2 2020Bulb - End Q2 2020Avro 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 20187063905355558586
Q4 20184666913053417982
Q1 20194466902754458094
Q2 20195049921655474792
Q3 20194340882249565694
Q4 20193240903362551988
Q1 202031363357601986
Q2 202049482463662893
Q3 20206351356692
Date correct
November 2020
Policy area