Energy suppliers ‘must up their game’ on customer service

A survey of almost 9,000 energy customers has revealed the worst performing suppliers in terms of the proportion of people who felt they had reason to complain about them.

In response to its findings, part of its recently-published annual customer satisfaction survey, consumer group Which? has said those who are falling short on customer service “must up their game”.

The survey, conducted in October last year as the energy crisis was beginning to take hold, polled more than 8,800 consumers about their experiences with and complaints about their energy supplier.

It found that unauthorised charges, inaccurate bills and generally poor customer service were among the most common complaints made.

Of those who complained, 44% raised issues about bills or statements, making this the most common issue.

Almost a third (32%) who complained about bills said their supplier took a one-off payment without warning, more than a fifth (21%) said they received an inaccurate bill and around one in eight (13%) said their direct debit payments increased without warning.

Problems with a supplier’s customer service were the second most common topic for complaints – with more than a third (36%) of those who complained raising this issue.

Boost, a sister pay-as-you-go energy brand of Ovo Energy, was the worst performing supplier by far.

Almost 6 in 10 (58%) of its customers said they had a reason to complain about this supplier.

The next worst performed was Utilita, another prepayment meter specialist retailer, with 20% of customers feeling they had reason to complain.

Both Octopus and Ovo Energy were the best performing suppliers, with just 4% and 8% saying they had a reason to complain respectively.

Energy customers who felt they had reason to complain about their supplier

The consumer group published its latest annual consumer satisfaction survey early last month which revealed Scottish Power as the worst performing supplier for customer service.

Just 48% said the large supplier’s customer service was good.

In response a Scottish Power spokesperson said: “With the number of failed energy suppliers who have left the market, the unprecedented rise in the cost of buying energy and the impact of all of this on bills, our customer service teams have never been so busy as they work to respond to the huge numbers of customers getting in touch – often about issues we, unfortunately, have absolutely no control over.

“We will always do our best to help and we will continue to make every effort in these challenging times to support our customers as quickly and effectively as possible.”

Octopus Energy (79%) and So Energy (71%) had the highest proportion of customers who felt their service was good.

Energy customers happy with their supplier’s customer service

A total of 11% of complaints went unreported. Around one in six (16%) of these customers said they did not share their concern with their energy firm because they did not have the time to do so, and a similar number (15%) felt their problem was not serious enough to complain about.

More than one in 10 (11%) were unable to find out how to launch a complaint with their energy company.

Natalie Hitchins, Which? head of home products and services, said: “In the current cost of living crisis, good customer service, getting bills right and sorting out complaints effectively are really important. Any energy companies who are falling short on customer service must up their game.

“Many more households will be dragged into fuel poverty once prices rise in April. Suppliers must be ready to support customers struggling to pay their bills when the price cap takes effect – quickly resolving any queries or complaints.”