New Complaints Stats published by OFGEM and Ombudsman

New complaints statistics have been released by energy suppliers covering the third quarter of 2015 (July-Sep).

New Complaints Stats published by OFGEM and Ombudsman

New complaints statistics have been released by energy suppliers covering the third quarter of 2015 (July-Sep). British Gas comes out best, SSE as worst of the Big Six. Best improver was E.ON.

Measured as complaints per thousand customers here are the statistics for the Big Six suppliers. The lowest complained about companies at the top, the most complained about at the bottom. The previous quarter’s figures are in brackets afterwards.

1. British Gas 2,141 (2,507)
2. E.ON 2,539 (3,237)
3. EDF Energy 2,712 (2,639)
4. ScottishPower 2,719 (2,639)
5. npower 2,898 (3,237)
6. SSE 3,475 (3,357)


Our service ratings use these complaint levels as one of the main inputs as well as the availability and cost of phone services (e.g. are they extended hours or just working hours? 0800 or 0345?), and the availability of web services like being able to submit a meter read or check your bill online.

Earlier this week the Energy Ombudsman also brought out new statistics on UK energy companies. These measure the levels of complaints that they received from customers about suppliers. They are a much smaller sample as most people don’t know the Ombudsman exists. The top most complained about company with the Ombudsman was small supplier Co-op. Measured as complaints per 100,000 customers the rankings from best to worst within the big suppliers were:

1. SSE 4
2. EDF Energy 7
3. British Gas 9
4. E.ON 15
5. npower 71
6. ScottishPower 89


Curiously SSE come out best in these Ombudsman statistics but worst in the OFGEM ones of the big suppliers.

A more comprehensive list including some of the smaller suppliers of the OFGEM complaints raised stats is below. It shows the smaller suppliers outperforming the bigger ones across the board:

1. Green Energy UK 78
2. Ecotricity 286
3. Ovo Energy 579
4. Utilita 727
5. first:utility 1,212
6. Spark Energy & Utility Warehouse 1,322
7. iSupply Energy 1,502
8. British Gas 2,141
9. E.ON 2,539
10. EDF Energy 2,712
11. ScottishPower 2,719
12. npower 2,898
13. SSE 3,475
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