Ofgem publishes energy suppliers’ 2015 complaints data

Press release

Publication date

Industry sector

Supply and Retail Market

Ofgem has today published updated energy supplier complaints information for 2015.

The information, available on our Comparing suppliers webpage, makes it easier for consumers to compare energy companies’ customer service records. There is data on a variety of customer satisfaction measurements, including ease of contacting supplier, complaints received and resolved and how likely consumers are to recommend a supplier to others. The indicators show that in 2015:

  • Six largest suppliers received just fewer than 5 million complaints in 2015, a 24% reduction (or 1.5 million fewer complaints) compared to 2014.
  • Npower received the most complaints in 2015 per 100,000 customer accounts. However, they were receiving fewer every quarter and more than halved the number of complaints received compared with 2014. 
  • Utility Warehouse received most complaints out of the independent suppliers in 2015.
  • Npower and Scottish Power continue to be bottom for practically all customer satisfaction measures out of the larger suppliers. Following recent Ofgem action, npower recently paid £26 million for customer service failings and has strict targets to improve. Scottish Power continues to be under investigation. 

Ofgem believes the number of complaints remains too high and all suppliers must continue to strive for further improvements and ensure that their customers are at the heart of everything they do.

Consumers should also remember they have a choice. If your energy company isn’t delivering, on price or on customer service, vote with your feet. Use the Be an Energy Shopper website to find out how to shop around for a better deal.

Notes to editors

1. Comparing suppliers

See data on customer satisfaction, complaints handling and Ombudsman referrals.

For a more detailed look at the complaints statistics for larger and smaller suppliers, see Supplier complaints data.

About Ofgem

Ofgem is Britain’s independent energy regulator. Its priority is to protect and make a positive difference for energy consumers. It does this through regulating, supervising and developing the energy retail and wholesale markets, and the delivering government schemes.

For more information about Ofgem’s work, see Energy market facts and figures

Follow us on Twitter @ofgem and LinkedIn

For further press information contact:

Lisa O’Brien: 020 7901 7426
Out-of-hours media contact number: 07766 511470