Scottish Power has been identified as the poorest energy supplier in the UK according to recent research findings. The company’s performance in handling complaints was rated poorly, while it received average rankings in other categories. However, Scottish Power was not the only major player in the energy industry to receive criticism. Consumer group Which? also highlighted EDF Energy and British Gas for their underperformance, placing them in the bottom three.
The research conducted by Which? involved surveying close to 12,000 energy consumers for their annual satisfaction report. Additionally, the study assessed the internal practices and policies of 17 energy providers.
Scottish Power ranked second lowest overall among all firms, scoring 62% from customers and an overall 56% rating after considering various factors. Particularly, the company received a mere four out of 15 points for complaint resolution. Customers’ feedback indicated dissatisfaction with bill accuracy, ease of communication, and perceived value for money.
EDF Energy fared slightly better with a 58% overall score but received the lowest marks in customer communication due to inadequate monitoring of phone lines and email support. British Gas scored 59% overall and faced criticism for its complaint resolution procedures.
On the positive end of the spectrum, the lesser-known supplier E achieved a high overall score of 79%. The company, based in Birmingham, boasts a customer-friendly approach by not penalizing customers who wish to switch suppliers. Despite feedback from a smaller group of 92 customers, E received top ratings for communication ease and billing clarity.
Octopus Energy secured the second-highest score of 74% and emerged as one of the recommended providers alongside E, 100Green, and Sainsbury’s Energy.
Emily Seymour, Energy Editor at Which?, emphasized the need for customers to seek better value and service, especially from underperforming suppliers like Scottish Power, EDF, and British Gas. She encouraged dissatisfied customers to explore other options with competitive fixed tariffs and superior customer service.
In response to the findings, a ScottishPower spokesperson highlighted the company’s efforts to enhance customer service quality, citing positive feedback from customers and independent assessments. EDF Energy expressed commitment to improving service quality and acknowledged areas needing further enhancement. British Gas noted a decline in complaints and highlighted its high satisfaction rating according to Ofgem data.
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