Scottish Power has been identified as the poorest energy supplier in the UK according to recent research. The company ranked poorly in handling complaints, while receiving average ratings in other aspects. It was not the only major player criticized in the analysis by consumer group Which?, as EDF Energy and British Gas also landed in the bottom three positions.
Which? conducted a survey with nearly 12,000 energy customers for its annual satisfaction assessment. The study also evaluated the internal practices and policies of 17 energy companies.
Scottish Power was rated the second lowest by customers, scoring 62%, and an overall bottom score of 56% after additional evaluations by Which?. The company received a mere four out of 15 for handling complaints and faced criticism from 780 customers on various aspects including billing accuracy, ease of contact, and value for money.
EDF Energy slightly outperformed Scottish Power with an overall score of 58%. It struggled in customer contact, with poor monitoring of phone lines and email services compared to other providers. British Gas attained a 59% score overall and was particularly faulted for its complaint resolution procedures.
On the positive side, lesser-known supplier E scored the highest with a score of 79%. The company, based in Birmingham and serving over 300,000 customers, stood out for not imposing penalty fees on customers looking to switch providers. Despite feedback from only 92 customers, E received high ratings for contact ease and billing clarity.
Octopus Energy, now the largest energy supplier in the UK, secured the second-highest score of 74%. Along with two other suppliers, 100Green and Sainsbury’s Energy, they were recognized as Which? Recommended Providers.
Emily Seymour, Which? Energy Editor, commented on the findings, emphasizing the need for customers to seek better value and service from their energy providers. Customers dissatisfied with their current supplier are encouraged to explore other options offering competitive fixed tariffs and superior customer support.
In response to the research, a ScottishPower spokesperson highlighted the company’s commitment to customer service improvements and investments made to enhance service quality. EDF Energy expressed dedication to enhancing customer service and supporting those in need, citing positive feedback on their customer support initiatives. British Gas noted a significant decline in complaints and highlighted high satisfaction ratings from Ofgem’s recent data, aiming to continually enhance services for customers.