How does your non-domestic supplier stack up?
This content applies to England and Wales. See content for Northern Ireland, Scotland.
Our new non-domestic energy supplier performance league table compares how energy companies rank on handling complaints from best to worst.
This should help you understand how your current provider performs and make decisions about switching.
Energy Supplier Performance: January-March 2022
Published June 2022.
Rank | Supplier | January - March 2022 | October - December 2021 |
---|---|---|---|
Rank 1 | Supplier Crown Gas and Power | January - March 2022 0.0 | October - December 2021 0.0 |
Rank 2 | Supplier E.on | January - March 2022 18.8 | October - December 2021 22.1 |
Rank 3 | Supplier British Gas | January - March 2022 46.7 | October - December 2021 67.9 |
Rank 4 | Supplier EDF | January - March 2022 48.0 | October - December 2021 38.5 |
Rank 5 | Supplier Octopus Energy | January - March 2022 48.5 | October - December 2021 106.7 |
Rank 6 | Supplier Utility Warehouse | January - March 2022 48.8 | October - December 2021 103.5 |
Rank 7 | Supplier SSE | January - March 2022 64.4 | October - December 2021 60.4 |
Rank 8 | Supplier Total Gas and Power | January - March 2022 79.0 | October - December 2021 61.0 |
Rank 9 | Supplier Drax Energy Solutions | January - March 2022 113.1 | October - December 2021 18.2 |
Rank 10 | Supplier Gazprom | January - March 2022 116.9 | October - December 2021 80.6 |
Rank 11 | Supplier Scottish Power | January - March 2022 147.2 | October - December 2021 163.3 |
Rank 12 | Supplier Opus Energy | January - March 2022 148.8 | October - December 2021 156.1 |
Rank 13 | Supplier Smartest Energy Business | January - March 2022 156.5 | October - December 2021 144.8 |
Rank 14 | Supplier Bulb Energy | January - March 2022 172.3 | October - December 2021 193.2 |
Rank 15 | Supplier Utilita | January - March 2022 185.4 | October - December 2021 212.6 |
Rank 16 | Supplier Corona Energy | January - March 2022 192.9 | October - December 2021 133.1 |
Rank 17 | Supplier Business Energy Solutions | January - March 2022 302.7 | October - December 2021 233.9 |
Citizens Advice has a statutory remit to publish the energy supplier performance data. Citizens Advice took over this role on 1 April 2014 when Consumer Futures became part of Citizens Advice and Citizens Advice Scotland. In May 2015 we consulted with suppliers regarding a similar process for the non domestic market and following some testing, we published the first comparison in January 2017.
View previous energy supplier performance statistics 94.1 KB .
Weightings
Methodology
Citizens Advice has a statutory remit to publish the energy supplier performance data. Citizens Advice took over this role on 1 April 2014 when Consumer Futures became part of Citizens Advice and Citizens Advice Scotland. In May 2015 we consulted with suppliers regarding a similar process for the non domestic market and following some testing, we published the first comparison in January 2017.
The performance model represents weighted complaints made to the independent bodies, who are Citizens Advice Consumer Service, The Extra Help Unit, and Ombudsman Services:Energy
Weightings have been allocated to reflect the seriousness of the complaint and the time and effort spent by the consumer to get their problem resolved. The weightings in the model place greater emphasis on situations where the consumer has had to repeatedly contact their supplier, or another agency, because the company had failed to deal with their problem. The measures used in the model are outlined below along with their weightings.
Case type | Definition | Weighting |
---|---|---|
Case type Citizens Advice Consumer Service advice only / company referral cases | Definition These are cases where a consumer has: sought independent advice or help (not information) from Citizens Advice Consumer Service. (Please note that due to data protection issues it is not possible for suppliers to have full visibility of these cases.) Or Been referred to the supplier via the company referral process. | Weighting 10 |
Case type Complaints received by Extra Help Unit* | Definition These are complaints from vulnerable consumers that have been referred from Citizens Advice consumer service to the Extra Help Unit (EHU) where a consumer who is vulnerable, has been disconnected or is at risk of disconnection or needs support due to the complexity of the case and has previously tried to resolve their complaint with their supplier and has been unable to do so. | Weighting 25 |
Case type Cases received by Ombudsman Services: Energy | Definition These are cases accepted by Ombudsman Services: Energy, the industry alternative dispute resolution scheme, because the consumer has been unable to get their complaint resolved for more than eight weeks. | Weighting 30 |
Calculation of ratios
The number of non-domestic cases received about each company in each of the categories are multiplied by the weighting factor and then divided by each company’s number of non-domestic customers. (Customer numbers provided by suppliers as part of a recurring request for information)
The figure is then multiplied by 10,000 to give a ratio per 10,000 customers.
The total measures for each company are then combined to produce an overall ratio. The ratios are produced on a quarterly basis.
Notes
SSE data includes Atlantic, Scottish Hydro Electric, Southern Electric, SWALEC, and Unicom
Consumer Futures created a proxy for performance based on the number of consumers that have contacted an independent organisation for advice or support with an energy problem. The companies have been ranked on the number of customer contacts to Citizens Advice consumer service, The Extra Help Unit and the Energy Ombudsman in relation to their market share during the last quarter.
Details of the consultation can be here and the decision document is here .
The different types of complaint have been weighted to reflect the seriousness of the complaint and the time and effort spent by the consumer to get their problem resolved. See the methodology section for full details of the model.
Footnotes
*On 1 April 2014, the Extra Help Unit became part of Citizens Advice Scotland. The team is based in Glasgow but provides a GB wide service.