Complaints Handling Survey 2018

Reports, plans and updates, Data

Publication date

Industry sector

Supply and Retail Market

Our survey of the six largest suppliers (British Gas, EDF, E.ON, npower, Scottish Power, SSE), five largest medium-sized suppliers (First Utility, OVO, Utilita, Co-op and Utility Warehouse) and one microbusiness supplier (Opus) shows that those who are complaining, are receiving, on average, a better experience from their supplier compared to 2016.

Our findings from the survey of just under 3,800 complainants found that overall satisfaction with the way their complaint was handled has improved since 2016, with nearly a third (32%) of domestic customers satisfied with how their complaint was dealt with, an increase of five percentage points from 2016 (27%).

However, the survey found that the proportion of customers who are dissatisfied (57%) remains higher than those satisfied with how their complaint had been dealt with.   

Read the report in full below.