EDF Energy edges ahead of SSE in complaints league table

Citizens Advice publishes complaints league table of the 19 largest energy firms in Great Britain

EDF Energy and SSE have both come out on top in Citizens Advice’s latest energy supplier league table which measures how effectively customer complaints are dealt with.

The difference between the two suppliers is marginal with EDF Energy clinching pole position by just 0.4 points. SSE had maintained the number one spot since the table was first published in its current format nearly five years ago.

The consumer champion’s quarterly table reinforces the gulf that exists between the best and worst performing suppliers on their weighted complaints ratio. EDF Energy and SSE both have a ratio of less than 50 complaints per 100,000 customers whereas the two worst performing companies, Extra Energy and Co-Operative Energy, each have a ratio of more than 1,000 complaints per 100,000 customers.

Co-Operative Energy has made headway on dealing with customer complaints more efficiently after recording the worst ever performance last quarter. Like Extra Energy, it struggled to deal with complaints after introducing a new billing system in 2015.

Overall, the average complaints ratio for all companies is down with 275.2 registered per 100,000 customers, compared with 339 in the previous quarter.

The results for October to December 2015 show:

• EDF Energy scoops a narrow win with a ratio of 34.5 complaints per 100,000 customers.

• SSE takes second place with a ratio of 34.9 complaints per 100,000 customers.

• The worst four suppliers from the previous quarter - npower, Scottish Power, Co-Operative Energy and Extra Energy - take the last four places again.

• npower and Scottish Power deliver improved performances but continue to be the worst ranking Big Six suppliers.

• Extra Energy, ranked last in the table, has a complaints ratio 44 times higher than  EDF Energy with 1,554 complaints per 100,000 customers.

Gillian Guy, chief executive of Citizens Advice, said:

“The fallout from introducing new billing systems continues to trip up a number of suppliers.

“This latest league table tells two different stories - some suppliers have again proven they’re effective at dealing with customer complaints while others lag far behind. Consumers already pay over the odds for their energy bills and it’s unacceptable that some are still being let down by poor customer service.

“On the face of it, it is good the overall number of complaints are steadily decreasing. For those suppliers who still have a long way to go, there is an opportunity to learn from the feedback they are getting from their customers.  Complaints not only give suppliers the chance to put problems right, they also provide valuable insight which can be used to improve services.”

Anyone who needs advice on issues with their energy supplier can call the Citizens Advice consumer service on 03454 04 05 06 or contact their local Citizens Advice. You can talk to a Welsh-speaking advisor on 03454 04 05 06.

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Notes to editors

1. Complaints made to the Citizens Advice Consumer Service,  the Extra Help Unit and Ombudsman Services: Energy are weighted differently to reflect the severity of the complaint. For more details, please consult the methodology.

2. Data is weighted ratio per 100,000 customers.  Weightings have been allocated to reflect the seriousness of the complaint and the time and effort spent by the consumer to get their problem resolved. The weightings in the model place greater emphasis on situations where the consumer has had to repeatedly contact their supplier, or another agency, because the company has failed to deal with their problem. The measures used in the model are outlined in the methodology.

3. Citizens Advice has a statutory remit to publish the energy supplier performance data. Citizens Advice took over this role on 1 April 2014 when Consumer Futures became part of Citizens Advice and Citizens Advice Scotland.

4. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
5. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
6. To get advice online or find your local Citizens Advice in England and Wales, visit citizensadvice.org.uk
7. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
8. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
9. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.