Best Customer Service

The best in the industry – according to data published under Ofgem rules and the latest Which? consumer survey.

  • We answer the phone ourselves and we do it quickly
  • The first person you speak to resolves nearly 90 per cent of all queries right there and then
  • If we promise to do something, we do it
  • And when something does go wrong, we have our own Customer Champion to fix it – in most cases within 24 hours.
Best Customer Service

It’s not rocket science and it works – we have the lowest number of complaints in the industry, and we came top of the 2015 Which? Energy Consumer Satisfaction Survey.

The Ofgem Complaints data - league table

Each year, Ofgem requires all energy companies to publish the number of complaints they’ve received.

Below you'll see this year's figures for each supplier. We've presented the data as complaints per 1,000 customers to make all companies easily comparable.

As you'll see, we came top in 2014 – that's five years in a row that Ecotricity has had the lowest level of complaints in the industry. With less than 1 complaint per 1,000 customers our complaints level was over 20 times lower than the best of the Big Six and considerably more so than the worst.

Company name Complaints per 1,000 customers (2014)
Ecotricity 0.86
Green Star 3.48
Utility Warehouse 6.48
Flow Energy 6.62
Better Energy 6.69
LOCO2 8.97
Ovo 11.36
Utilita 11.95
Co-Operative Energy 12.03
Spark Energy 12.87
iSupply 17.41
SSE 20.81
E.On 20.89
First Utility 22.63
British Gas 24.73
Good Energy 24.80
EDF 26.63
Scottish Power 32.53
Npower 38.27
Green Energy UK N/A

Source: Ofgem defined a complaint for this purpose as being any expression of dissatisfaction that has not been resolved by the end of the working day following the day of receipt. All energy companies are required to publish an annual report showing the number of complaints received that have not been resolved by the end of the working day following the day of receipt. Complaint numbers and customer figures are taken directly from suppliers own websites or in the case of the latter from other publicly available sources.

You can read our full annual complaints report.

See our quarterly complaints figures.

See what our customers had to say.

 

Last updated: January 2015



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