EDF has been identified as the energy supplier that attracts the most complaints from customers.
Energy regulator Ofgem has insisted that all of the 'Big Six' energy suppliers produce clearer information on exactly how many complaints they receive and how they are handled.
And now that this information has been published, it’s clear that EDF has irritated more people than most.
In the fourth quarter of last year the firm attracted a whopping 440,317 complaints. That works out at 8,072 complaints for every 100,000 customers, more than double its nearest rival.
Here’s the breakdown for each of the Big Six suppliers for the fourth quarter of last year, sorted by the number of complaints per 100,000 customers.
|
Supplier |
Complaints received |
Complaints per 100,000 customers |
Complaints resolved |
Complaints resolved per 100,000 customers |
Complaints resolved by the end of the next working day |
Complaints resolved within eight weeks |
|
Scottish Power |
71,042 |
1,359 |
73,431 |
1,405 |
68% |
99% |
|
Scottish and Southern Energy |
118,111 |
1,435 |
120,852 |
1,468 |
75.22% |
96.11% |
|
British Gas |
355,998 |
2,285 |
359,494 |
2,308 |
79.2% |
96.3% |
|
E.On |
226,087 |
3,023 |
227,885 |
3,047 |
92.3% |
97.7% |
|
npower |
222,356 |
4,001 |
221,274 |
3,982 |
85.21% |
97.6% |
|
EDF |
440,317 |
8,072 |
449,906 |
8,248 |
92.3% |
99% |
So while EDF is far and away the most complained-about energy supplier, it does deal with those complaints quickly, as more than 90% are sorted by the end of the next working day. Contrast that with Scottish Power, which attracted the fewest complaints yet resolved just two-thirds of them by the end of the next working day.
What we are complaining about
[SPOTLIGHT]The complaints details are published on each of the providers’ websites, which we’ve linked to below.
Most of them include a breakdown of exactly what their customers are complaining about. For example, the biggest issue for E.On customers is its customer service (32% of complaints), while npower’s are more down to its billing (a whopping 67% of complaints).
How to complain
Each provider will have its own dedicated complaints contact details. When you complain, make sure you are clear about what the problem is and keep records of exactly what is said.
Try to keep your cool too. Losing your temper won’t actually help at all.
If your complaint is not handled within eight weeks – and as the table above demonstrates, the vast majority are – then you can take your complaint to the Energy Ombudsman, an independent, Ofgem-approved body.
Head over to the Energy Ombudsman website to find out more about what it does.
Switch!
Even if the supplier does address your issue, you may have decided that enough is enough. In which case, make sure you use Lovemoney’s energy comparison engine to find the best deal for you.
Which energy suppliers have you complained about? How did they deal with your issue? Let us know your thoughts in the Comment box below.