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UK Energy Supplier Complaints 2020

What are energy supplier complaints? They're essentially any contact from a customer who is not satisfied with any part of their service, from hard-to-understand bills to switching issues to technicians not arriving in a timely manner for a home visit. We've researched the market to learn which energy suppliers get the least and most complaints, as well as which complaints are most common.

Energy Supplier Complaints

In the most recent quarter, energy supply companies averaged 1,519 complaints per 100,000 customers. However, the rate of complaints is quite different depending on the size of the supplier. The "Big Six" (SSE, EDF Energy, British Gas, npower, E.ON and ScottishPower) have the highest complaints rates, with 1,718 complaints per 100,000 customer accounts in Q4 2019. The sweet spot seems to be medium-sized companies, which had only 951 complaints per 100,000 customers during the same time period.

Average Energy Company Complaints

Average Energy Supplier Complaints, by sizeComplaints resolved by next working day (%)Complaints received per 10,000 accounts
Small55.6%1,487
Medium57.1%951
Big Six56.8%1,718
Average complaints rate1,519

Another important metric is how quickly complaints are resolved. Generally speaking, just over half of complaints are resolved by energy company by the next working day. Medium-sized companies are slightly better than small and large companies in this metric, however, with 57.1% of complaints resolved by the next business day.

Chart comparing UK energy supplier complaints by supplier size

Best and Worst Complaints Rates

The level of service varies quite dramatically from company to company, with the worst energy suppliers having complaints rates 200X that of the best energy suppliers. For example, Zebra Energy, Green Energy UK and Zog Energy had the lowest complaints rates in Q4 2019 with only 50 complaints per 100,000 customers. At the other end of the spectrum, Nabuh Energy had a complaints rate of 11,550 per 100,000.

Energy Company Complaint Rates, by company

Rank (1 = least complaints)Energy CompanySizeComplaints received per 100,000 accounts Q4 2019
1Zebra Energysmall50
2Green Energy UKsmall50
3Zog Energysmall50
4Go Effortless Energysmall80
5GnERGYsmall80
6Avro Energymedium160
7So Energysmall240
8ESB Energysmall270
9Octopus Energymedium334
10Co-operativemedium342
11Bulbmedium407
12Utility Pointsmall410
13Foxglove Energysmall450
14Orbit Energysmall530
15iSupply Energysmall530
16ENGIEsmall570
17Utilitamedium615
18Igloo Energysmall640
19Daligassmall640
20Gulf Gas & Power UKsmall700
21Esmall790
22Green Network Energymedium851
23Ecotricitysmall860
24Tonik Energysmall900
25Good Energysmall970
26PFP Energysmall1,030
27Pure Planetsmall1,070
28British Gasbig six1,092
29Entice Energysmall1,320
30Utility Warehousemedium1,352
31Robin Hood Energysmall1,480
32Shell Energymedium1,693
33Eonbig six1,720
34ENSTROGAsmall1,780
35Scottish Powerbig six1,793
36nPowerbig six2,066
37Bristol Energysmall2,160
38Ovomedium2,211
39SSEbig six2,239
40EDF Energybig six2,341
41Together Energysmall2,840
42Yorkshire Energysmall4,000
43Green Star Energysmall4,660
44Nabuh Energysmall11,550

Best and Worst Complaints Resolutions

How quickly do energy companies resolve customer complaints? Many issues are simple to fix—perhaps a question about a bill or meter reading—and should be taken care of with a simple call to customer services.

The Big Six supplier with the worst resolution rate is Scottish Power, which only resolved 40% of customer complaints by the next working day. The Big Six supplier with the best resolution rate is E.on, with a 69% next-day resolution rate.

While Nabuh Energy ranked last for reported complaints, they ranked 1st in terms of addressing issues with 98% of complaints resolved by the next working day. We looked at their complaints page to see what's behind these numbers and found that 44.6% of complaints related to customer set up for new accounts, such as receiving and using their prepayment keys and cards. So while a high proportion of customers have an issue, problems appear to be resolved quickly and mostly occur just at set up.

Energy Company Complaint Rates, by company

Rank (1 = least complaints)Energy CompanySizeComplaints resolved by next working day (%)
1Nabuh Energysmall98%
2Bristol Energysmall94%
3Avro Energymedium92%
4Igloo Energysmall91%
5PFP Energysmall91%
6Ovomedium90%
7Utility Pointsmall88%
8Esmall85%
9Entice Energysmall81%
10SSEbig six80%
11GnERGYsmall71%
12Zebra Energysmall71%
13Eonbig six69%
14ENGIEsmall68%
15Green Star Energysmall67%
16Robin Hood Energysmall62%
17Good Energysmall62%
18Co-operativemedium60%
19Pure Planetsmall58%
20Gulf Gas & Power UKsmall56%
21Utility Warehousemedium55%
22Yorkshire Energysmall55%
23nPowerbig six53%
24Ecotricitysmall53%
25EDF Energybig six53%
26Orbit Energysmall51%
27Octopus Energymedium51%
28Bulbmedium51%
29Shell Energymedium49%
30So Energysmall47%
31British Gasbig six46%
32Green Network Energymedium42%
33ESB Energysmall41%
34iSupply Energysmall40%
35Scottish Powerbig six40%
36Tonik Energysmall39%
37ENSTROGAsmall35%
38Green Energy UKsmall34%
39Utilitamedium25%
40Together Energysmall24%
41Zog Energysmall23%
42Daligassmall16%
43Foxglove Energysmall15%
44Go Effortless Energysmall0%

Top 5 Complaints

What are the most common complaints people have with their energy supplier? We took a look at the top 5 most common complaints from the Big Six energy suppliers to see what goes wrong for customers most often. The top 5 most complaints at the end of 2019 from the Big Six providers were:

  • Billing and meter readings: This metric captures how easy or difficult it is for customers to understand their bills (e.g., layout and content of the bill, amount outstanding, etc.).
  • Metering: Metering complaints can arise when a technician is late or unable to attend a home visit appointments to read or change a meter (e.g., install a smart meter), whether due to bad weather, road traffic delays; or if they don't have the right equipment to finish a job.
  • Payments: Payment complaints can relate to direct debit or prepayment meter payment queries, such as the size of the bill, the method of payment, a change in consumption or personal circumstances, or following a price change.
  • Customer Service: This metric captures customer service experiences when speaking with call centre agents about services and products.
  • Change of Supplier: Complaints related to setting up new accounts, for instance when a customer switches provider.

The most common gas and electricity supplier complaints vary from company to company, however. Energy suppliers are supposed to list their top 5 complaints on their websites for customers to see. While not all companies do this, the Big Six do—here are the top 5 complaints for the Big Six energy providers so you can compare:

Top 5 Complaints (Q4 2019)British GasEDFE.onnPowerSSEScottish Power
Billing21%26%24%
Bills and meter readings13%44.4%22.8%
Metering (Inc Prepayment)15%17%9.2%6.5%17%
Payments21%15%8%8.5%13.8%25%
Customer Service13%11%66%25.5%38.8%12%
Change of Supplier7%2%4%
My price4%3.7%
Communication7%
Debt5.6%

How to complain about your energy supplier

To make a complaints about your energy supplier, call, email or go to their website to find an online complaints form. Below we've listed complaints numbers and email addresses for dozens of popular UK energy suppliers, listed by alphabetical order:

Energy Supplier Customer ComplaintsContact NumbersEmail
Avro Energy0330 058 2005[email protected]
Bristol Energy0808 281 2222[email protected]
British Gas3332029532[email protected]
Bulb0300 303 0635[email protected]
Daligas0800 111 4568[email protected]
E0333 103 9575[email protected]
Ecotricity0345 555 7 100[email protected]
EDF Energy0333 200 5100[email protected]
ENGIE0800 170 1112[email protected]
ENSTROGA1158572572[email protected]
Entice Energy0330 403 0040[email protected]
Eon0345 052 0000
ESB Energy0345 60 70 372[email protected]
Foxglove Energy0800 017 9896[email protected]
GnERGY01252 494141[email protected]
Go Effortless Energy03333 444109
Good Energy0800 254 0000[email protected]
Green Energy UK01920 486156[email protected]
Green Network Energy0800 520 0202[email protected]
Green Star Energy0800 012 4510[email protected]
Gulf Gas & Power UK0800 830 3670
Igloo Energy0333 405 5555[email protected]
iSupply Energy0330 202 0298[email protected]
Nabuh Energy0330 0414 902[email protected]
nPower0800 316 9328[email protected]
Octopus Energy0808 164 1088[email protected]
Orbit Energy0333 103 8277[email protected]
Ovo3303035063[email protected]
PFP Energy01772 395777
Pure Planet
Robin Hood Energy0800 030 4567[email protected]
Scottish Power0800 027 0072[email protected]
Shell Energy0330 094 5800[email protected]
So Energy0330 111 5050[email protected]
SSE0345 026 2658[email protected]
Together Energy3331501699[email protected]
Tonik Energy0333 344 2686[email protected]
Utilita0345 2072 000[email protected]
Utility Point03455 57 78 78[email protected]
Utility Warehouse0333 777 0 777
Yorkshire Energy1134510700[email protected]
Zebra Energy0161 498 8100[email protected]
Zog Energy[email protected]

If you have complained to your energy supplier and you're unhappy with their decision or you haven't been given a decision in 8 weeks, you can make a formal complaint to the energy ombudsman.

Additionally, you can contact Citizens Advice at any point in the complaints process—they have lots of information on their website and even have a helpline you can call for assistance (08082231133).

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