Scottish Power has been identified as the poorest energy supplier in the UK according to recent research. The company received low ratings for handling complaints, while its performance in other areas was average. However, Scottish Power was not the only major player criticized in the analysis conducted by consumer group Which?. EDF Energy and British Gas also made it to the bottom three in the rankings.
The research conducted by Which? involved nearly 12,000 energy customers for their annual customer satisfaction survey. The study also evaluated the behind-the-scenes practices and policies of 17 energy companies.
Scottish Power received the second-lowest customer rating of 62%, resulting in an overall score of 56% after additional assessments by Which?. The company scored poorly in complaint handling, accuracy of bills, ease of contact, and value for money based on feedback from 780 customers. EDF Energy slightly outperformed Scottish Power with an overall score of 58%, while British Gas scored 59% and was particularly criticized for its complaint handling.
On the positive side, 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 wishing to switch suppliers. E received high ratings for ease of contact and clear statements, although feedback was based on a smaller sample of 92 customers.
Octopus Energy, now the largest energy supplier in the UK, secured the second-highest score at 74%. Along with 100Green and Sainsbury’s Energy, Octopus Energy was recognized as a Which? Recommended Provider.
According to Emily Seymour, Energy Editor at Which?, while some suppliers excel, others like Scottish Power, EDF, and British Gas are failing their customers. With fixed tariffs now consistently cheaper than the energy price cap, customers are advised to seek better value and service. Dissatisfied customers are encouraged to explore other suppliers offering competitive fixed tariffs and improved customer service.
In response to the rankings, a ScottishPower spokesperson highlighted the company’s high performance in the independent Citizens Advice scorecard, emphasizing their continuous efforts to enhance customer service. EDF Energy expressed commitment to improving service quality and supporting customers in need. British Gas reported a significant decrease in complaints and highlighted their high customer satisfaction rating by regulator Ofgem.
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