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Revealed: the energy firms getting the most and least complaints

Energy complaints league table: winners and losers

Electricity pylons

Scottish and Southern Energy (SSE) has retained its top spot in the latest energy supplier league table, which ranks the ‘big six’ energy firms by the customer complaints they receive – while Npower remains in last place.

SSE received the fewest complaints overall between January and March 2011, while Npower had the most – though of all the energy companies, Npower saw the largest decrease in complaints compared to the previous quarter, according to Consumer Focus.

British Gas and Eon have both improved their ratings, while complaint levels for Scottish Power and EDF Energy ‘have remained virtually unchanged’.

How the big six energy suppliers rank

1. Scottish and Southern Energy: 4* (previous score: 4*)

2. British Gas: 4* (3*)

3. Eon: 3* (2*)

4. Scottish Power: 2* (2*)

5. EDF Energy: 2* (2*)

6. Npower: 2* (1*)

These figures relate to customer complaints made during the first quarter of 2011. Overall, complaints were down 4% on the previous three months.

Energy companies related

The Which? Switch energy satisfaction survey gathers opinions from thousands of gas and electricity customers and rates energy suppliers on a range of measures including customer service, value for money and clarity of bills. There, Npower didn’t fare well either, though all the big companies were trounced by smaller suppliers.

Which? energy expert Sylvia Baron says: ‘This league table only lists the big six gas and electricity suppliers, but our latest energy satisfaction survey saw smaller players like Utility Warehouse, Ovo and Ebico score better than the major energy companies for their customer service and how they dealt with queries. So do look at smaller firms if good service is a priority to you.’

How to complain

Consumer Focus, compiling the quarterly ratings, told Which? that around two-thirds of energy complaints recorded relate to billing or metering issues ‘such as estimated bills and back-billing’.

The quarterly league table uses the number of customer complaints received by government bodies including Consumer Direct, Consumer Focus and the Energy Ombudsman to rank each energy supplier – giving a star rating that also takes into consideration their size, and the severity of complaints received.

Lower your gas and electricity bills

You can compare energy prices and switch to a new gas and electricity supplier on Which? Switch. People who switched with us between 1 October and 31 December 2013 are predicted to save an average of £234 a year on their bills.

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