Scottish Power has been identified as the poorest energy supplier in the UK according to recent research. The company’s performance in handling complaints was rated poorly, although it ranked average in other aspects. Alongside Scottish Power, industry giants EDF Energy and British Gas were also criticized in the analysis conducted by consumer group Which?.
Which? conducted a survey of nearly 12,000 energy customers for its annual customer satisfaction report and evaluated the behind-the-scenes practices of 17 energy firms. Scottish Power received the second-lowest customer rating at 62% and an overall score of 56%, with a low rating of four out of 15 for complaint resolution. The company was faulted by 780 customers for billing accuracy, accessibility, and value for money.
EDF Energy scored slightly better with an overall rating of 58%, but struggled in customer contact due to insufficient monitoring of phone lines and email accounts. British Gas scored 59% overall and faced criticism mainly for its complaint resolution process.
In contrast, the lesser-known supplier, E, achieved an impressive overall score of 79%. The Birmingham-based company, with over 300,000 customers, stands out for not imposing penalty fees on customers wanting to switch. E received positive feedback for ease of contact and clear statements, although based on a smaller sample of 92 customers.
Octopus Energy, now the largest energy supplier in the UK, secured the second spot with a score of 74%. Alongside two other suppliers, 100Green and Sainsbury’s Energy, they were recognized as Which? Recommended Providers.
Emily Seymour, Which? Energy Editor, emphasized the importance of customers seeking better value and service. Dissatisfied customers are encouraged to explore other providers offering competitive fixed tariffs and superior customer support.
A ScottishPower spokesperson highlighted the company’s commitment to enhancing customer service, citing independent assessments reflecting positive customer experiences. EDF reiterated its dedication to improving customer service and British Gas emphasized its declining complaint rates and high overall satisfaction scores.
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