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

Chart

Source: Suppliers data.

Information correct as of: August 2020

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.

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 within eight weeks (%)
Quarter/YearShell EnergyOVO - End Q4 2019UtilitaUtility WarehouseOctopus EnergyBulbAvro EnergyGreen Network Energy
Q1 201491999999
Q2 201481999999
Q3 201474999999
Q4 2014789599100
Q1 2015819699100
Q2 2015859999100
Q3 2015849910097
Q4 20158010010098
Q1 201680999999
Q2 2016841009997
Q3 20168810010098
Q4 2016891009997100
Q1 2017891009898100
Q2 2017881009899100
Q3 20179010010097100
Q4 20178510010095100
Q1 2018871009895100
Q2 201890999597100100
Q3 20189199999897999997
Q4 201892999798100979899
Q1 201992100889899989999
Q2 20198899469898999995
Q3 201986997998989599100
Q4 20198699879998889990
Q1 202083869994899882
Q2 202091889993959892
Date correct
August 2020
Policy area