Best Customer Service

We think we have the best customer service in the industry – and our customers think the same. 

We’ve had the lowest number of complaints in the industry for six years in a row, according to data published by the energy regulator Ofgem. 

The complaints report covers the whole market and is the best indicator of whether an energy company is delivering on customer service. 

Best Customer Service

Great customer service is not rocket science.

It’s about having an honest and straightforward relationship. It’s about answering the phone ourselves (no automated system for us), keeping our promises, and fixing mistakes or problems quickly. In essence, it’s about treating our customers the way we like to be treated ourselves.

The acid test of customer service is, we believe, the number of complaints received each year – it’s the best measure of poor service.  We consistently receive some of the lowest numbers of complaints in the industry – in fact we’ve had the lowest number of complaints of any energy company in Britain, as an average, since records began.

How Britain’s Energy Companies Compare 

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 the suppliers who have published their complaints performance. We've presented the data as complaints per 1,000 customers to make all companies properly comparable.

As you'll see, this year we were one of the top performers – that’s pretty good, but not good enough for us. We had the lowest number of complaints for six years straight, and we aim to get back to that. We know what we need to do.  Read our Complaints Report to see where our complaints came from, and what we’re doing to reduce them. 

Company name Complaints per 1,000 customers (2016)
OVO 2.83
Ecotricity 4.14
Loco2 6.02
Spark E 9.46
Utilita 13.70
Utility Warehouse 15.60
SSE 15.71
Flow 19.01
Good Energy 22.68
First Utility 23.35
Eon 26.91
Scottish Power 27.29
British Gas 30.04
EDF 32.43
Npower 37.33

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: February 2017