Major energy suppliers ranked from best to worst as customers decry ‘useless service’
The nation’s largest energy providers are ranked from best to worst for customer satisfaction.
Consumer Champion Which one? energy companies are rated on customer service and whether they provide quick and effective solutions to customer problems.
New analysis from the Consumer Champion shows that Scottish Power, Ovo Energy and British Gas were the worst offenders.
Afterwards of this. Which? calls on the three suppliers to urgently improve their customer service.
Over the past six months, thousands of consumers have contacted Which? to share their experiences of poor customer service in sectors such as energy, financial services, telecoms and travel since the end of the pandemic.
According to Which?’s customer service survey from 2023, energy is currently the worst performing sector in terms of customer service.
In Which?’s customer service survey of 2023, a quarter (25%) said they were dissatisfied with their most recent customer service experience with their energy supplier, the highest score in the energy, financial services, retail and telecoms sectors.
Where is your energy company located?
Scottish Power finished bottom, receiving a satisfaction score of -13 out of a possible +100 for how long it took to get in touch with a person who could help, and three for how long it took to get a response to a problem or question.
One customer said that after being put on hold when he tried to call his supplier about a billing issue and then speaking to an agent who couldn’t help, he had sleepless nights and anxiety about his unresolved billing issue.
Another said he feared a visit from bailiffs after Scottish Power passed him from agent to agent and failed to resolve an incorrect bill.
Ovo Energy followed closely behind with a satisfaction score of -7 for how long it took to get in touch with a person who could help and seven for how long it took to get an answer to a problem or question.
One customer told how he decided to switch providers after Ovo staff were “rude” and unhelpful after waiting more than 20 minutes to speak to them about a billing issue.
Another customer who was incorrectly billed for gas delivery said: “Customer service is absolutely useless.
“It takes forever to get through on the phone, and then you can spend up to an hour talking to a customer service advisor.
“They work according to a script. If the issue is complicated, it will never fit into the script.”
British Gas fared better with a satisfaction score of 16 for how long it took to get in touch with a person who could help and 23 for how long it took to get an answer to a problem or question.
But a British Gas customer told how she spent 43 hours on the phone and sent 24 emails for more than a year to resolve a billing problem.
However, the scores were still well below Octopus Energy, which performed best in fast and effective customer service – with a satisfaction score of 46 for how long it took to get in touch with a person who could help and 55 for how long it took to get an answer to a problem or question.
E.ON Next also performed relatively well, with a score of 35 for how long it took to get in touch and 25 for how long it took to get a question answered.
Which? says the findings highlight how dramatically customer service quality can vary between individual companies.
What energy bill help is available?
There are a number of different ways to get help paying your energy bills if you’re struggling to make ends meet.
If you get into debt, you can always approach your supplier to see if they can put you on a repayment plan before imposing a prepayment meter.
This means that you pay off what you owe in installments over a certain period.
If your supplier offers you a payment plan that you don’t think you can afford, contact them again to see if you can get a better deal.
Several energy companies have subsidy schemes available for customers who have difficulty paying their bills.
But the eligibility criteria varies depending on the supplier and the amount you can get depends on your financial circumstances.
For example, British Gas or Scottish Gas customers who are struggling to pay their energy bills can receive grants worth up to £1,500.
British Gas is also providing assistance through its British Gas Energy Trust and Individuals Family Fund.
You don’t have to be a British Gas customer to apply for the second fund.
EDF, E.ON, Octopus Energy and Scottish Power are all also offering grants to struggling customers.
Thousands of vulnerable households are missing out on extra help and protection by not registering with the Priority Services Register (PSR).
The service helps support vulnerable households, such as the elderly or ill, and some of the benefits include advance warning of power cuts, free gas safety checks and extra support if you’re struggling.
Contact your energy company to see if you can submit an application.
What have the energy suppliers said?
ScottishPower said it “did not acknowledge the results of this small sample survey” and said it conflicted with a larger survey previously carried out by Citizens Advice.
OVO said the findings are “not representative of the typical service levels that our teams work very hard to achieve”.
British Gas said: “We are investing more than £50 million in customer service – this includes hiring an additional 700 UK contact center agents at the end of last year and introducing longer call center opening hours.
“We are also helping our most vulnerable customers through our sector-leading £140 million customer support package.”
How can I complain about my energy supplier?
Like financial service providers, energy companies must have a complaints procedure that customers can follow.
When you file a complaint, make sure you follow up so they have the information they need to resolve the issue.
Simply explain what the problem is and what you want your supplier to do about it.
Check your energy supplier’s website for an explanation of how you can file a complaint.
Energy suppliers have eight weeks to respond and reach a decision.
If this is not the case or you are not satisfied with the answer, you can take the company to the Energy Ombudsman.
The Energy Ombudsman may be able to help you if you have a complaint about an energy or communications provider.
Before you can file your complaint with them, you must have filed a formal complaint with your provider and worked with the company to resolve it.
In addition, you must have received a so-called impasse letter, in which the provider forwards your complaint to the Energy Ombudsman.
Even if you have not received a satisfactory solution to your problem within eight weeks, you can file a complaint.
The Energy Ombudsman then bases his decision on the evidence that you and the company provide.
If you decide to accept the decision, your supplier has 28 days to comply.
The Ombudsman’s rulings are binding on the energy company.
If your supplier refuses to follow the instructions, the Ombudsman can contact Ofgem to resolve the situation. However, there is no set time frame for escalating issues to the regulator and it is not up to the customer.
If an individual chooses not to accept the Ombudsman’s final decision, he or she loses the right to the solution offer.
Customers still have the right to submit their complaint to the judge.
But remember that this can be a costly and lengthy exercise, so it’s worth thinking carefully before taking this step.