Best and Worst UK Energy Suppliers 2021

Ofgem-Accredited Energy Comparison

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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 39 suppliers—because when people are unhappy with the service they've received, they often complain to Citizens Advice about their experience.

The UK's 10 Best Energy Suppliers

According to data from the three months from October to December 2019, EDF, Igloo, So Energy, M&S Energy and SSE were the top 5 energy providers in terms of customer satisfaction. EDF had the highest overall score with a rating of 4.45 stars out of 5, standing out for energy bills that are clear and easier to understand as well as their customer guarantee and ease of switching.

Igloo and So were not far behind, tied for 2nd place with ratings of 4.4 stars overall—and in fact beating out EDF in terms of the number of complaints.

For reference, the average customer rating score was 3.3 stars out of 5. EDF and SSE were the only two "big six" energy suppliers in the top 5.

Top 10 Best Energy Suppliers

Rank (1 = best)SupplierFewer ComplaintsEasier to contactClearer bills, on timeEasier to switchCustomer guaranteesOverall rating
1EDF Energy445554.45
2Igloo Energy544534.4
3So Energy544534.4
4M&S Energy445544.35
5SSE524554.2
6ESB Energy444534.05
7Octopus Energy443543.95
8British Gas424.5553.95
9npower334.5553.8
10Co-operative Energy433543.75

The UK's 10 Worst Energy Suppliers

At the other end of the spectrum, the five worst energy suppliers in the study were Together Energy, Orbit Energy, Spark Energy, Boost Power and Nabuh Energy. They all scored less than 2.5 out of 5 stars for customer satisfaction.

Worst 10 Energy Suppliers

Rank (1 = worst)SupplierFewer ComplaintsEasier to contactClearer bills, on timeEasier to switchCustomer guaranteesOverall rating
1Nabuh Energy113501.9
2Boost Power21Not scored502.06
3Spark Energy213502.25
4Orbit Energy303502.4
5Together Energy124.5512.5
6Ecotricity322412.55
7OVO Energy223.5502.55
8Bristol Energy224512.65
9Robin Hood Energy233502.65
10Green Star Energy144.5402.65

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.

All Energy Customer Service Data

Rank (1 = best)SupplierFewer ComplaintsEasier to contactClearer bills, on timeEasier to switchCustomer guaranteesOverall rating
1EDF Energy445554.45
2Igloo Energy544534.4
3So Energy544534.4
4M&S Energy445544.35
5SSE524554.2
6ESB Energy444534.05
7Octopus Energy443543.95
8British Gas424.5553.95
9npower334.5553.8
10Co-operative Energy433543.75
11People's Energy Company434.5503.65
12Simplicity Energy345503.6
13Affect Energy544203.55
14Avro344.5503.5
15Good Energy353.5413.45
16Shell Energy324543.4
17Utility Warehouse414.5513.35
18E.ON Energy324453.35
19Bulb Energy314543.2
20Green Network Energy314.5533.2
21ScottishPower135553.2
22Yorkshire Energy225533.15
23E (Gas and Electricity)42Not scored413.13
24Tonik Energy324513.1
25Utility Point245403.1
26ENSTROGA153.5533.1
27Pure Planet304543
28PFP Energy323.5503
29Outfox the Market244.5302.85
30Bristol Energy224512.65
31Robin Hood Energy233502.65
32Green Star Energy144.5402.65
33Ecotricity322412.55
34OVO Energy223.5502.55
35Together Energy124.5512.5
36Orbit Energy303502.4
37Spark Energy213502.25
38Boost Power21Not scored502.06
39Nabuh Energy113501.9

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