Scottish Power has been identified as the poorest energy supplier in Britain according to recent research findings. The company received low ratings for its handling of complaints, while achieving average scores in other categories. Alongside Scottish Power, industry giants EDF Energy and British Gas were also listed among the lowest-ranking suppliers in a study conducted by consumer group Which?.
The research by Which? involved surveying nearly 12,000 energy customers for their annual customer satisfaction report. The analysis also assessed the internal practices and policies of 17 energy companies. Scottish Power ranked second lowest among all firms with a customer rating of 62% and an overall score of 56% after additional evaluations were considered. The company received a mere four out of 15 points for its complaint resolution process and faced criticism from 780 customers across various aspects such as billing accuracy, communication ease, and value for money.
EDF Energy performed slightly better than Scottish Power, securing an overall score of 58%. However, it received the lowest rating for customer contact due to limited monitoring of its phone lines and email support compared to other providers. British Gas, with an overall score of 59%, also faced significant dissatisfaction in complaint handling.
On the positive end of the spectrum, the lesser-known supplier E stood out with an impressive overall score of 79%. This Birmingham-based company, serving over 300,000 customers, prides itself on not charging penalty fees for customers looking to switch suppliers. E received high marks across various aspects, including ease of contact and transparency in statements, albeit based on feedback from a smaller sample of 92 customers.
Octopus Energy, now the largest energy supplier in the UK, secured the second-highest score of 74%, closely following E. Alongside two other providers, 100Green and Sainsbury’s Energy, they were recognized as Which? Recommended Providers.
Emily Seymour, Energy Editor at Which?, emphasized the need for customers to seek better value and service, particularly with more cost-effective fixed tariffs available. Dissatisfied customers are encouraged to explore other providers offering competitive rates and improved customer support.
In response to the findings, a ScottishPower spokesperson highlighted their commitment to enhancing customer service, citing positive feedback from customers and independent assessments. EDF Energy acknowledged the areas needing improvement while emphasizing their support initiatives for customers. British Gas noted a decline in complaints and highlighted their high satisfaction rating in Ofgem’s recent data.
Customers are advised to explore alternative suppliers offering better value and service, as highlighted by the research.
