Energylinx News

March 15, 2016

EDF Energy on top as average number of complaints fall

Citizens Advice have released their energy supplier table, with EDF Energy and SSE coming out on top. The table measures how effectively customer complaints are dealt with by the 19 biggest energy companies in the UK.

EDF Energy have narrowly taken the top spot for October to December 2015 by a margin of 0.4 points, replacing SSE who has been a permanent feature at the top of the table since it was published in its current format five years ago.

EDF Energy and SSE both have a ratio of less than 50 complaints per 100,000 customers, compared to ratio of more than 1,000 complaints per 100,000 customers for the worst performing suppliers, Extra Energy and Co-Operative Energy. Both of the worst performing companies have introduced new billing systems and the issues appear to have stemmed from there. 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.

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."

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Posted on March 15, 2016 at 03:59 PM