Energy suppliers' complaints performance

Energy suppliers’ complaints performance reports are a good way to know (i) how many customers complain, (ii) how fast their complaints are resolved.

Number of complaints per energy supplier

The table below lists energy suppliers with the number of complaints per 100,000 customers, which enables an accurate and fair comparison since it levels out all the electricity and gas suppliers.

Highest and lowest number of complaints per energy supplier

Among the Big Six electricity and gas suppliers, npower fares particularly badly on this issue, though Scottish Power does surprisingly well. Among independent energy suppliers the figures differ significantly, with Green Energy receiving the fewest complaints and the Utility Warehouse receiving the most complaints.

For some suppliers, the data for the number of complaints per 100,000 customers is not available. This is usually because these independent suppliers are too recent on the market to have published complaints performance reports. Other suppliers, such as Ovo Energy and the Woodland Trust Energy, have the same complaint numbers per 100,000 customers. This is because they share the same customer service.

Comparing energy suppliers: number of complaints received per 100,000 customers

Supplier Number of complaints per 100,000 accounts
British Gas Logo 3,084**
EDF Energy Logo 4,614
e.on logo 3,276
npower logo 8,303
Scottish Power logo 1,357
SSE logo 2,760*
Better Energy logo N/A
Co-Operative Energy logo 349
Daligas logo N/A
Ebico logo 2,760*
Ecotricity logo 193
Extra Energy logo N/A
First Utility logo 1,182
Flow Energy logo 513
GnERGY logo N/A
Good Energy logo 2,001
Green Energy logo 184
Green Star Energy logo N/A
iSupply Energy logo 859
LoCO2 Energy logo 637
M&S Energy logo 2,760
Ovo Energy logo 1,781
Sainsbury's Energy logo 3,084**
Scottish Hydro logo 2,760*
Southern Electric logo 2,760*
Spark Energy logo 3,178*
SWALEC logo 2,760*
Utilita logo 1,036
Utility Warehouse logo 3,438
Woodland Trust Energy logo 1,781***
Zog Energy logo N/A

*SSE’s complaints performance report applies to Ebico, M&S ENERGY, Scottish Hydro, Southern Electric and SWALEC insofar as they use SSE’s customer service.
**Sainsbury’s Energy’s complaints performance report is identical to that of British Gas because it uses the British Gas customer service.
***The Woodland Trust Energy’s complaints performance report is identical to that of Ovo Energy since it uses Ovo Energy’s customer service.

Complaints resolution speed per energy supplier

The table below lists energy suppliers and the share of complaints that were resolved by the end of the day after the supplier received the complaint. This is an accurate measure of how quickly issues get dealt with by each energy supplier.

Fastest and slowest energy suppliers to resolve complaints

Among the Big Six electricity and gas suppliers, e.on resolves most complaints the fastest, with 87.8% of complaints dealt with by the end of the following working day. Scottish Power, which incidentally receives fewest complaints per 100,000 customers, is the slowest of the Big Six: 50% of complaints resolved by the end of the next working day. Among independent electricity and gas suppliers, Ecotricity has a surprisingly high complaints resolution speed, with 93% of complaints resolved by the end of the next working day. Conversely, isupplyenergy is slowest, with only 11% of complaints handled and dealt with within the next working day.

For some electricity and gas suppliers, data on how many complaints were resolved within the day following complaints reception is not available. This is probably because these independent suppliers are too new on the market to have published complaints performance reports. Other energy suppliers (e.g., Ovo Energy and the Woodland Trust Energy), have identical complaints resolution speeds. This is because they share the same customer service.

Comparing energy suppliers: number of complaints resolved at day+1

Supplier Share of complaints resolved within one working day (%)
British Gas Logo 79.5**
EDF Energy Logo 84
e.on logo 87.8
npower logo 85.4
Scottish Power logo 50
SSE logo 82.11*
Better Energy logo N/A
Co-Operative Energy logo 65
Daligas logo N/A
Ebico logo 82.11*
Ecotricity logo 93
Extra Energy logo N/A
First Utility logo 15
Flow Energy logo 26
GnERGY logo N/A
Good Energy logo 58
Green Energy logo 40
Green Star Energy logo N/A
iSupply Energy logo 11
LoCO2 Energy logo 53
M&S Energy logo 82.11
Ovo Energy logo 70
Sainsbury's Energy logo 79.5**
Scottish Hydro logo 82.11*
Southern Electric logo 82.11*
Spark Energy logo 88.4*
SWALEC logo 82.11*
Utilita logo 67
Utility Warehouse logo 91.15
Woodland Trust Energy logo 70***
Zog Energy logo N/A

*SSE’s complaints performance report applies to Ebico, M&S ENERGY, Scottish Hydro, Southern Electric and SWALEC insofar as they use SSE’s customer service.
**Sainsbury’s Energy’s complaints performance report is identical to that of British Gas because it uses the British Gas customer service.
***The Woodland Trust Energy’s complaints performance report is identical to that of Ovo Energy since it uses Ovo Energy’s customer service.

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Compare how many complaints energy suppliers receive and how fast these complaints are handled before you make your choice.