The 16 biggest energy companies in the UK have been ranked from worst to best – with British Gas, OVO, and EDF all outside the top 10.
BBC finance reporter Louise Minchin told Morning Live: “The big takeaway this time is that while some suppliers are really stepping up, others are still falling way short of what customers deserve.
“If we look at the top of the table, Ecotricity and Outfox the Market are consistently performing well, particularly when it comes to low complaint volumes and ease of contact. Utility Warehouse is also right up there.”
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Host Gaby Roslin asked: “And what about the big names that most people will be with?”
Louise replied: “It’s a bit of a mixed bag. Octopus Energy continues to be the best-performing of the larger suppliers, ranking in the top five overall. British Gas and EDF are sitting more in the middle of the pack – they’ve made some improvements in their response times, but their complaint handling still needs work.”
Louise said: “At the bottom end of the table, we’re seeing OVO Energy and SSE struggling significantly. Citizens Advice found that customers with these firms are often waiting much longer for their calls to be answered – sometimes over 15 minutes – and are facing more issues with billing accuracy.”
Host Gethin Jones then asked her if customers with one of those bottom-ranked firms should now be asking if it is time to switch.
Louise said: “It’s certainly a reason to look at your options. We always talk about switching for price, but switching for better service is just as valid. If you’re constantly frustrated by long wait times or billing errors, use this league table as your guide.
“You can find the full rankings on the Citizens Advice website.”