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Campaigns | Broken energy market

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Scottish Power comes last for customer service

Energy firms Scottish Power and Npower have come last in our customer service poll of the UK’s 100 biggest brands.

We asked 3,501 UK consumers which companies were best and worst for customer service. Scottish Power was second to bottom last year, but this year came in last place with a customer score of just 59%. Npower wasn’t that far ahead with a score of 61%.

Our executive director Richard Lloyd said:

‘Long suffering customers deserve better, as once again essential services that we all rely on have been caught falling down on how they treat people.’

Are you put off by bad service?

Nearly nine in 10 people told us that poor customer service puts them off using a company again, so these energy suppliers have a clear incentive to offer a service that makes their customers smile.

Richard Lloyd added: 

‘Companies at the bottom of our survey should take note: make your customers seethe and you will pay the price.’

Sign our petition if you think customers deserve better from the big energy suppliers.


"A damning indictment" - Which? response to CMA findings

The Competition and Markets Authority has today recognised that the energy market is failing consumers, as it published its provisional findings and possible remedies for the energy market.


SSE announces cut to gas prices

26th January


npower cuts standard gas tariff

23rd January


Ecotricity announces energy price cuts

Ecotricity has today announced it will cut gas bills by 6.1% - the largest of the recent spate of price cuts.

The drop will come into effect from May 1, and the company says the move will save customers on average £42 per year.

Which? executive director, Richard Lloyd, said:

'Wholesale costs have been falling for months and consumers expect to see this reflected in bills by now. British Gas customers will be questioning why they must wait so long to see their energy bills cut.

'Every little helps, but this is another modest price cut for consumers in response to a significant shift in wholesale prices. Energy bills are consistently the number one financial concern for households, so we now need other suppliers to do more to help people struggling with the cold.

'The Competition Authority's investigation must look at whether falling wholesale energy costs are passed on fairly, or whether a lack of competition leaves us all out of pocket.'


Scottish Power reduces gas prices

4th December

Smart meter roll-out costs: industry responses

Yesterday we called on the Government to urgently cut the cost of the smart meter roll-out. Here’s a round-up of industry responses, including from the energy suppliers EDF and SSE.
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