‘Suppliers need to respond with immediate improvements,’ our response to Ofgem’s supplier complaints handling research

Richard Lloyd, Which? executive director said:
“It shouldn’t need involvement from Ofgem for energy companies to get the basics right. We found energy companies have hit rock bottom with woeful service and dreadful complaints handling.

“This situation has been going on for far too long and it’s little wonder that consumer trust is so low. Suppliers need to respond with immediate improvements, not wait for the results of the CMA’s market investigation.”

Notes to Editor

In our most recent customer service survey, customers rated Npower and Scottish Power as the worst performers out of 100 top brands. All of the other Big Six suppliers were in the bottom fifth. One of the measures used in the survey was how companies resolve complaints – none of the Big Six scored more than two stars out of five for this.

Our Fix the Big Six campaign is calling on energy suppliers to improve complaints handling and customer service as part of their efforts to improve customer trust.


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