Does your energy supplier top the complaints list? - Gas and electricity - News - Moneyfacts


Does your energy supplier top the complaints list?

Does your energy supplier top the complaints list?

Category: Gas and electricity

Updated: 06/06/2016
First Published: 06/06/2016

Many people have complaints about their energy firm from time to time, but it's often how that complaint is handled that determines a customer's final feeling on the matter. Well, it seems that some companies' tactics leave a lot to be desired, with Citizens Advice's latest data revealing that smaller supplier Extra Energy is the worst culprit of all.

The latest energy supplier league table, which measures how effectively customer complaints are dealt with by energy companies, puts Extra Energy firmly at the bottom of the pile, with it receiving the highest number of complaints during the first three months of the year.

The data shows that the company received 1,682 complaints per 100,000 customers between January and March 2016, marking the highest complaints ratio ever recorded since the league table began five years ago.

At the other end of the scale, SSE, Flow Energy and EDF Energy took the top three positions for dealing with complaints – with complaints ratios of just 28.4, 32.6 and 35.4 respectively – and notably, Flow Energy has become the first small supplier to reach such a high position since these firms were added to the league table in 2015.

Breaking down the figures, the data shows that Extra Energy had 60 times as many complaints as SSE, with the latter's rate of just 28.4 complaints per 100,000 customers being vastly superior to Extra Energy's 1,682. However, it isn't only smaller suppliers who are faring worse in the complaints stakes: Npower dropped further down the rankings this quarter with a complaints ratio of 652.8, making it the only Big Six supplier to make the bottom four.

Gillian Guy, chief executive of Citizens Advice, said the figures show that "energy consumers continue to face a gamble when it comes to good customer service. The latest league table results show both small and large suppliers delivering a good service, proving that a company's size is no excuse for poor performance.

"It should be every consumer's right to receive a high quality service from their supplier and standards must be improved across the board."

What next?

If you're not happy with the service you're receiving from your energy supplier, you don't have to put up with it. Compare alternatives using our search tool to see if you can get a better deal with better service to boot.

Disclaimer: Information is correct as of the date of publication (shown at the top of this article). Any products featured may be withdrawn by their provider or changed at any time.

Related Articles

Are you worried about paying for winter heating?

Autumn is here, temperatures are dropping, and the nation is battling with one key question – when should I put the heating on? For some it’ll be an easy answer, but others may have more to consider, with many wondering how they’ll pay their bill.

Energy switching up by 30%

Not happy with your current energy supplier? You’re not alone. Not only have recent figures highlighted a worrying level of complaints, but many customers could simply feel that they’re paying too much, and happily, they’re doing something about it!

Gap widens for energy complaints handling

The customer service a utility provider offers is important. Unfortunately, the latest report from Citizens Advice shows that complaints are still a big issue, with the worst performing energy supplier now 80 times worse than the best.