The worst performing gas and electricity firms have failed to improve on poor complaint handling, according to the latest research by Citizens Advice.
The consumer body’s latest quarterly figures show no significant improvement in the number of customers complaining about energy firms in 2015.
Indeed, complaints about five of the UK's big six energy firms have increased in the past 12 months.
Between the UK’s big six energy suppliers, there was an average of 271 customer complaints per 100,000 customers in January to March 2015.
ScottishPower tops customer complaints table
The majority of complaints to energy suppliers are about billing errors, found research by Citizens Advice.
ScottishPower is the worst performing supplier, with 1,155 complaints per 100,000 customers January to March 2015 – up from 198 one year ago.
At the other end of the scale, SSE is the best performing supplier, with 55 complaints per 100,000 customers – although this is also a rise compared with the same period last year.
The only energy supplier which appears to have improved its service is EDF Energy which saw a drop in complaints.
- SSE - 55.1 complaints per 100,000 customers (UP from 34.1)
- EDF Energy - 76.8 complaints per 100,000 customers (DOWN from 84.5)
- British Gas - 83.9 complaints per 100,000 customers (UP from 75.4)
- E.ON - 101.1 complaints per 100,000 customers (UP from 83.6)
- nPower - 675.4 complaints per 100,000 customers (UP from 592.4)
- ScottishPower - 1,154.6 complaints per 100,000 customers (UP from 197.7)
‘No excuse for poor service’
Gillian Guy, Chief Executive of Citizens Advice, said: “Energy firms have no excuse for continued poor service.
“The majority of complaints from customers are about their bills, from large back bills to incorrect bills, or even no bill at all.
“With billing a basic part of the service energy firms provide, it should be the simplest thing to get right.”
Government body The Competition and Markets Authority (CMA) recently released interim findings of an investigation into the energy market, showing it is failing the vast majority of customers.
£1,200 annual household spend on gas & electricity
Electricity prices have risen by around 75% and gas prices by around 125% in the last 10 years, and the average household currently spends about £1,200 on energy each year, according to the CMA.
Dual fuel customers (those who take both gas and electricity from the same supplier) could save an average of £160 a year by switching to a cheaper deal. Yet the CMA says that more than 34% of Brits have never considered switching provider.
Roger Witcomb, chairman of the energy market investigation, said: “Many customers do not shop around to see if there’s a better deal out there – let alone switch. The confusing way energy is measured and billed can make comparing deals daunting.
“The result is that some energy suppliers know they don’t have to work hard to keep these customers. It’s notable that there are such high levels of complaints about customer service.”
How to complain
- Complain to your energy supplier as soon as you experience a problem.
- Remember: energy suppliers are only allowed to back bill for energy you used in the last 12 months; anything older than that should be written-off where the supplier is at fault.
- Citizens Advice recommends asking your supplier for compensation for the time you’ve spent trying to sort out problems and the financial impact of late billing - for example, a reduction in the bill and covering the cost of phone calls.
Need further help? Seek advice from the Citizens Advice energy consumer line on 03454 04 05 06.
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