Scottish Power has been identified as the poorest energy supplier in the UK according to recent research findings. The company received low ratings for its handling of complaints, while it scored average in other categories. However, Scottish Power was not the only major player criticized in the analysis conducted by consumer group Which?. EDF Energy and British Gas also found themselves among the bottom three performers.
Which? conducted a customer satisfaction survey involving nearly 12,000 energy consumers and evaluated the internal operations and policies of 17 energy companies. Scottish Power ranked second lowest among all firms, scoring 62% with an overall rating of 56% after additional assessments were considered. Particularly, the company received a mere four out of 15 for its handling of complaints. Customers’ feedback highlighted shortcomings in various aspects, such as billing accuracy, ease of communication, and perceived value for money.
EDF Energy fared slightly better, achieving an overall rating of 58%. The company faced criticism for its limited availability for customer contact, leading to a lower score in this area. British Gas also received a total score of 59% and was notably criticized for its complaint resolution procedures.
In contrast, lesser-known supplier E stood out with an impressive overall score of 79%. The company, based in Birmingham and serving over 300,000 customers, prides itself on not imposing penalties on customers who wish to switch providers. E received positive feedback across various categories, including ease of communication and clarity of statements, based on responses from 92 customers.
Octopus Energy, now the largest energy supplier in the UK, secured the second-highest score of 74%. Along with two other suppliers, 100Green and Sainsbury’s Energy, Octopus Energy was recognized as a Which? Recommended Provider.
Emily Seymour, Energy Editor at Which?, emphasized the need for customers to seek better value and service. She highlighted the superiority of some suppliers while pointing out the shortcomings of others like Scottish Power, EDF, and British Gas. Seymour advised dissatisfied customers to explore alternative suppliers offering competitive fixed tariffs and superior customer service.
Responding to the findings, a ScottishPower spokesperson defended the company’s performance, citing high ratings from independent assessments and customer feedback. EDF reiterated its commitment to enhancing customer service and acknowledged areas for improvement. British Gas highlighted a significant decrease in complaints over the past two years and referenced positive customer satisfaction data from Ofgem.
Customers were encouraged to select their energy provider carefully based on service quality and value, with the option to switch to suppliers offering better terms.