Best and Worst UK Energy Suppliers (2024)

While many people prioritise cost when it comes to choosing an energy supplier, customer service is another key factor when deciding which is the best energy provider for you. In order to identify the best and worst energy providers, we've gathered data from Citizens Advice's most recent customer survey of 19 suppliers—because when people are unhappy with the service they've received, they often complain to Citizens Advice about their experience.

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The UK's 10 Best Energy Suppliers

According to data from the three months from January to March 2023, Octopus Energy, Shell Energy, Outfox the Market, Affect Energy and Co-Operative Energy were the top 5 energy providers in terms of customer satisfaction. Overall, scores have dropped in the current energy-challenged environment; top-rated Octopus Energy scored an overall 3.65 stars out of 5. They really stood out for ease of switching and customer guarantees, rating 5 out of 5 stars in these categories.

Shell Energy, ranked 2nd, also stood out for switching and customer guarantees (ranking a perfect 5 stars in both of those categories, like Octopus), but did a bit worse when it came to the number of complaints.

Outfox the Market scored 5/5 for clear, on-time bills and customer guarantees, but they weren't scored on switching this time.

For reference, the average customer rating score was 2.7 stars out of 5 (down from 3.1 stars in 2021 and 3.3 stars in 2019). So overall scores have dropped in recent years. EDF and Scottish Power were the only large energy suppliers in the top 10. In the third quarter of 2022, EDF ranked #1 with a score of 3.65, and have slipped a bit (to 3.15) since.

Top 10 Best Energy Suppliers

Rank (1 = best)SupplierFewer ComplaintsEasier to contactClearer bills, on timeEasier to switchCustomer guaranteesOverall rating
1Octopus Energy33.24553.65
2Shell Energy244553.5
3Outfox The Market33.25Not scored53.35
4Affect Energy324453.25
5Co-Operative Energy324453.25
6Ecotricity23.44533.15
7EDF Energy13.25553.15
8ScottishPower12.85532.85
9Bulb Energy12.25452.8
10Utility Warehouse13.24532.75

The UK's 10 Worst Energy Suppliers

At the other end of the spectrum, the five worst energy suppliers in the study were Ovo, SSE, E, Boost and Utilita. None of these scored higher than 2.25 out of 5 stars for overall customer satisfaction. In total, there were 19 energy companies in the study so the 'worst' is ranked number 19. However, there has been some marginal improvement in this lot, e.g. Utilita previously scored just 1.5 out of 5 stars, and they've improved to 1.7 in the latest ranking—still poor with scores of just 0 or 1 for the number of complaints, ease of contacting the company and customer guarantees, but at least they rated well for the ease of switching (5/5).

Worst 10 Energy Suppliers

Rank (19 = worst)SupplierFewer ComplaintsEasier to contactClearer bills, on timeEasier to switchCustomer guaranteesOverall rating
11E.ON Energy12.24442.5
12Good Energy21.83552.55
13British Gas12.23552.5
14So Energy114552.4
15Ovo Energy123532.25
16SSE123Not scored52.17
17E (Gas and Electricity)12.2Not scored532.13
18Boost Power11.4Not scored531.88
19Utilita113501.7

Ofgem, the energy regulator, has stepped in on occasion in an effort to improve customer service at the worst offenders. For instance, back in February 2018, Iresa was banned from taking on new customers until they implemented measures such as responding to customer emails within five working days, recording all customer complaints and identifying vulnerable (e.g., those in debt) customers. By the end of May 2018, Ofgem was not satisfied with the level of improvement in customer service and threatened to revoke Iresa's licence.

Note: There was not enough data on a number of energy suppliers, in particular the smaller companies; without a full data set across all categories these suppliers were excluded from the study. These suppliers might have landed on the best or worst lists, displacing another energy supplier, but we can't know without the data.

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