Scottish Power has been identified as the poorest energy supplier in Britain, based on recent research findings. According to a study conducted by consumer group Which?, Scottish Power ranked poorly in handling complaints, while also achieving average ratings in other aspects. The company was not the only major player to receive negative feedback, as EDF Energy and British Gas also landed in the bottom three spots.
The consumer group surveyed nearly 12,000 energy customers for its annual satisfaction review, in addition to evaluating the operational practices of 17 energy providers. Scottish Power emerged as the second-lowest rated company by customers, scoring 62%, and receiving an overall score of 56% after accounting for various factors. Notably, the company scored only four out of 15 for its complaint handling process, and faced criticism across different areas such as billing accuracy, customer communication ease, and value for money.
EDF Energy fared slightly better with an overall score of 58%, although it was rated poorly for customer contact due to less attentive phone lines and email services compared to other providers. British Gas, scoring 59% overall, also received negative feedback, especially in the category of complaint resolution.
On the positive end of the spectrum, the lesser-known supplier, E, garnered an impressive overall score of 79%. The company, based in Birmingham and serving over 300,000 customers, stood out for not imposing penalty fees on customers wishing to switch providers. Customers praised E for its easy accessibility and clear statements, although feedback was based on a smaller sample size 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, Energy Editor at Which?, emphasized the performance gap between leading suppliers and underperforming giants like Scottish Power, EDF, and British Gas. Seymour encouraged dissatisfied customers to explore better options with cheaper fixed tariffs and superior customer service.
In response to the findings, a ScottishPower spokesperson highlighted the company’s commitment to providing high-quality service, citing positive customer feedback and significant investments in service enhancement. EDF expressed dedication to improving customer service, emphasizing strengths in supporting customers needing assistance. British Gas noted a decline in complaints and highlighted their high customer satisfaction score according to Ofgem’s data, while acknowledging the ongoing pursuit of further improvements.
For individuals seeking better service, Seymour recommended exploring alternative providers offering improved value and customer support.