The figures show that Co-operative Energy had the highest customer complaint ratio ever recorded by Citizens Advice receiving 1,584 complaints per 100,000 customers for July to September 2015 – more than double the previous quarter’s results and 40 times more than the highest ranking supplier.
The best performer, SSE, posted just 39 complaints per 100,000 customers, followed closely by EDF Energy with 43 complaints.
SSE, EDF Energy and Green Star Energy all reduced complaints since the previous quarter with the latter even managing to halve its ratio. Scottish Power did not impress customers’ last quarter but showed signs of improvement with complaints dropping by nearly 200 – placing it 17th in the table.
British Gas, Eon and Utility Warehouse maintained their positions with marginal differences between quarters since April.
Earlier this year the Co-operative introduced a new billing and customer service system which has created some problems for the company.
Citizens Advice chief executive, Gillian Guy said: “It’s unacceptable that energy customers are being let down on basic services.
“Good customer service is essential to any effective industry – the fact energy consumers face such a lottery shows this market has a long way to go. While it’s encouraging to see some companies sharpening up their act, some firms at the bottom are getting even worse.
“Pockets of improvement aren’t enough – we need to see progress across the board so that every consumer can be confident of receiving a high quality service.”
In order to help consumers save money, Citizens Advice has developed a price comparison tool to make it easier for customers unhappy with their current provider to shop around for better deals. The research by Citizens Advice, was the second of its kind, previously only the Big Six were compared.
Sarah Beattie-Smith, consumer policy manager for Citizens Advice Scotland, said: “We welcome improvements from those energy suppliers whose complaints have decreased, but for this to boost consumer confidence in the energy market we need a more level playing field.
“The recent spate of terrible weather has highlighted just how important it is for all households to be able to afford to keep their home warm and to be able to rely on quality service from their energy supplier.”