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EDF Energy worst for energy complaints

Complaints data revealed following Which? campaign

You can now compare the six major energy providers by the number of complaints they receive, thanks to changes announced by the energy regulator Ofgem after campaigning from Which?.

The newly published data shows that EDF Energy received the most complaints of the major energy companies, with 8,072 complaints logged for every 100,000 customers. That’s 440,317 complaints received by EDF in the last quarter of 2012 alone.

In comparison, Scottish Power received around six times fewer complaints, with just over 1,300 complaints per 100,000 customers.

Which? is pleased that Ofgem has responded to its calls for better data to be published about energy suppliers’ complaints handling. This is another step towards giving consumers the information they need to choose the right energy supplier. Ofgem must now ensure that suppliers continue to provide information on time and in the agreed format.

If you’re unhappy with your energy company and want to switch to a better deal, compare gas an electricity prices using our independent comparison site Which? Switch.

Energy complaints table

The table below ranks the six major energy suppliers by the number of complaints they received per 1,000 customers in the last quarter of 2012. 

Energy companies complaints data for 1 October to 31 December 2012
Company Complaints received per 1,000 accounts Total complaints received % resolved on same or next working day % resolved within 8 weeks
Scottish Power 14 71,042 68% 99%
SSE 14 118,111 75% 96%
British Gas 23 355,998 79% 96%
Eon 30 226,087 92% 98%
Npower 40 222,356 85% 98%
EDF Energy 81 440,317 92% 99%

This information lets consumers see how many complaints the companies are getting and how quickly they resolve them, which will help them choose the best supplier.  

If this last quarter data was extrapolated over 12 months, it would show that there could be more than five million complaints made to the energy companies each year.

If you want to avoid energy companies with unhappy customers, you should also check out the Which? satisfaction survey results to see which are the best and worst energy suppliers.

Which? works for you

In February 2012, an exclusive Which? investigation found that there were four million complaints made to the six major energy suppliers in a year. But complaints figures for each supplier were not publicly available. 

At this point suppliers were only required, once a year, to publish the number of complaints that they could not resolve by the end of the next day – not a very helpful figure for consumers. 

So Which? campaigned and asked the energy regulator Ofgem to intervene and get the energy companies to publish regular, detailed complaints data in a common format so that companies could be compared. This has now happened and the major energy providers have published the information on their websites.

Ofgem is now working with the smaller suppliers to get their complaints data published, too.

In 2011, Ofgem imposed fines against British Gas and Npower of £2m and £2.5m respectively for their failure to comply with complaint-handling standards.

More on this…

  • See how EDF Energy did in the Which? energy companies satisfaction survey
  • Compare gas and electricity prices with Which? Switch
  • Find out how to complain to your energy supplier

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