Scottish Power has been identified as the poorest energy supplier in Britain according to recent research findings. The company’s performance in handling complaints was notably subpar, while its performance in other areas was average. Alongside Scottish Power, EDF Energy and British Gas were also highlighted for their unsatisfactory performance by consumer group Which? in their analysis.
Which? conducted an annual customer satisfaction survey involving nearly 12,000 energy customers and evaluated the internal practices and policies of 17 energy companies. Scottish Power received the second-lowest rating from customers, scoring 62%, and an overall bottom score of 56% after additional metrics were considered. The company scored poorly in complaint handling, receiving only four out of a possible 15 points. It was also criticized by the 780 customers surveyed for issues ranging from billing accuracy and ease of communication to value for money.
EDF Energy fared slightly better with an overall score of 58%, while British Gas scored 59% overall but was particularly criticized for its complaint handling procedures. In contrast, the lesser-known supplier E received an impressive overall score of 79%, earning praise for its customer-friendly policies such as no penalty fees for customers looking to switch suppliers.
Octopus Energy, now the largest energy supplier in the UK, achieved a score of 74%, placing it second in the rankings. Along with two other suppliers, 100Green and Sainsbury’s Energy, Octopus Energy was named a Which? Recommended Provider.
Emily Seymour, Energy Editor at Which?, emphasized the importance of customer satisfaction and value for money. She encouraged dissatisfied customers to explore other options with cheaper fixed tariffs and better customer service.
In response to the rankings, ScottishPower defended its service quality, citing independent assessments that reflect positive customer feedback and ongoing efforts to enhance customer support. EDF Energy expressed commitment to improving service quality and highlighted its support initiatives for customers in need. British Gas pointed out a significant decrease in complaints and highlighted high overall satisfaction scores according to Ofgem data.
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