Energy suppliers offer more than different prices – they also offer different levels of customer service. These indicators give a snapshot of the performance trends we monitor on supplier customer service.
Our indicators are accessible as interactive charts which we will update regularly throughout the year. You can refine and expand chart views as well as download data and graphics based on your selections.
If you have feedback on the indicators, please contact us.
Select from the below to view the indicators and for an overview of our monitoring themes.
We all expect certain things from our energy suppliers, like understandable bills and being able to contact them when we need to. These indicators compare how suppliers perform on those and other fundamental points.
No-one wants to have to complain about their energy supplier, and if you do, you want them to resolve your problem as soon as possible. Ofgem, Citizens Advice and the Ombudsman publish complaints statistics. The separate statistics show how many complaints suppliers receive, how many Citizens Advice handle, weighted by the seriousness of the complaint, and how many are accepted by the Ombudsman after failing to be resolved by the supplier. This helps to show a full picture of the customer’s complaint from start to finish.
The complaints data has been provided by each supplier. Missing data points in the complaints charts are due to suppliers not making the information available in time for our publication update. We have investigated Scottish Power and npower for breaches of the Complaint Handling Standards Regulations 2008. We are currently investigating whether Extra Energy is complying with the Consumer Complaints Handling Standards Regulations 2008.