Which? response to new Ofgem data showing suppliers must improve customer service

Rocio Concha, Which? Director of Policy and Advocacy: 

"Ofgem's research echoes Which?'s findings that alarmingly high numbers of people are struggling to get through to their provider when they have an issue and get their queries resolved.

"Our latest analysis found that Scottish Power, Ovo Energy and British Gas are the worst energy providers for giving quick and effective solutions when things go wrong and we continue to receive a steady stream of complaints about their customer service.

“While many consumers will rightly consider switching to a supplier with better customer service, these firms must urgently make improvements so all customers are getting the standard of service and support they need and deserve.”

ENDS 

Notes to editors

• Which? analysed data from its 2023 customer service survey and annual energy customer satisfaction survey to find out how well energy firms are performing for customer service and if they are providing quick and effective solutions to customer problems.
• Since December 2023, Which? has received 2,110 reports of customer service horror stories to its customer service tool describing people’s worst experiences over the last three years. Around a fifth (419) of complaints have been about energy suppliers. 
• See Which's analysis and what the energy providers say - Which? exposes the customer service scoundrels - with Scottish Power, Ovo Energy and British Gas worst energy culprits for slow and unhelpful support