League Of Uk’s 19 Largest Household Energy Providers With Highest Proportion Of Customer Complaints.

Energy Providers With Highest Proportion Of Customer Complaints.

Earlier this week a report released by the energy ombudsman had identified Co-operative Energy, which is part of Midcounties Co-op, as the supplier with the highest proportion of customer complaints.

However, Energy helpline noted this was based on a far smaller customer size, as customers either resolve their issues direct with their supplier or simply do not know the ombudsman exists.

Below is the complete breakdown of customer complaints per 100,000 customers at the Big Six suppliers, according to Ofgem figures. The rankings of the 19 largest household energy providers, compiled by Citizens Advice, showed the company attracted 1,584 complaints per 100,000 customers between July and September.

The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.

As well as rating the ‘big six’ energy suppliers – British Gas, EDF Energy, Eon, Npower, SSE and Scottish Power – every year, we also investigate smaller companies such as Extra Energy, First Utility and Ovo Energy, finding out from customers what they really think of the service they receive.

Energy giant SSE received the highest proportion of customer complaints out of the Big Six energy suppliers in the last quarter, data from the regulator has shown. Between July and September, 3,475 out of every 100,000 customers complained to SSE, according to Ofgem. Npower (2,898) was next on the list and ScottishPower (2,719) was third.

With 2,141 complaints per 100,000 customers, British Gas was the best performer out of the nation’s largest suppliers.

In total, the Big Six received a total of 1.15 million complaints over the three-month period. This was actually down on the previous quarterly total of 1.3 million, but Energyhelpline co-founder Mark Todd said the figure remained “far too high” and needed “dramatic” improvement.

Customer score

The customer score combines customers’ overall satisfaction with their likelihood to recommend the supplier to friends or family. It is not linked to the star ratings.

A recent report from Citizens Advice found that, each year, 20% of all British households are compelled to complain to their energy supplier.

Most common topic of complaints?

Simply put — energy bills.

Energy company customer service

After price, customer service is the most important factor for consumers when choosing an energy supplier.  survey shows how customers rate their energy provider on customer service. We also carry out our own research, checking how long it takes to get through to the energy companies on the phone.

In total, energy companies’ customer service departments are contacted an astounding 70 million times a year, and 90% of these are phone calls. So we conducted four snapshot investigations, six months apart, into how long customers have to wait to have their phone calls answered by a human being when they ring customer services.

But answering the phone quickly is not impossible. Ebico has managed to answer calls in less than 30 seconds on average in all of our four mystery shopping investigations so far. To see the full results of  investigation, read story on energy company call waiting times.

News source:  news.sky.com/story/1602341/which-energy-supplier-tops-complaints-league

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