Scottish Power – one of the Big Six British utility companies – continues to be ‘bottom of the class’ in terms of poorest customer service, according to new data published today by OFGEM, the UK regulator.
Along with fellow Big Six provider Npower, Scottish Power continues to languish at the bottom for practically all customer satisfaction measures out of the larger suppliers.
Following recent Ofgem action, Npower recently paid a £26 million fixed penalty for customer service failings and has strict targets to improve.
Scottish Power – which is owned by the Spanish conglomerate Iberdrola – continues to be under investigation by OFGEM.
However, the Big Six suppliers received just fewer than five million complaints in 2015 – a 24% reduction (or 1.5m fewer complaints) compared to the previous year.
Utility Warehouse received most complaints out of the independent suppliers in 2015.
The information available on the OFGEM ‘Compare suppliers’ webpage, makes it easier for consumers to compare energy companies’ customer service records. There is data on a variety of customer satisfaction measurements, including ease of contacting supplier, complaints received and resolved and how likely consumers are to recommend a supplier to others.
A spokesman for the regulator said: “OFGEM believes the number of complaints remains too high and all suppliers must continue to strive for further improvements and ensure that their customers are at the heart of everything they do.
“Consumers should also remember they have a choice. If your energy company isn’t delivering, on price or on customer service, vote with your feet. Use Ofgem’s Be an Energy Shopper website to find out how to shop around for a better deal.”