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

Chart

Source: Suppliers data.

Information correct as of: November 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 Q3 2020. The category ‘medium’ refers to 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 within eight weeks (%)
Quarter/YearGreen Network EnergyShell EnergyOVO - End Q4 2019UtilitaUtility WarehouseOctopus Energy - End Q2 2020Bulb - End Q2 2020Avro 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 20189791999998979999
Q4 201899929997981009798
Q1 201999921008898999899
Q2 20199588994698989999
Q3 201910086997998989599
Q4 20199086998799988899
Q1 202082838699948598
Q2 202092918899939798
Q3 20209693789998
Date correct
November 2020
Policy area