New research from consumer group Which? has unveiled a stark divide in customer satisfaction among Britain's energy suppliers, naming Scottish Power as the country's worst performer.
The Bottom Performers: Big Names Fall Short
The annual survey, which gathered feedback from nearly 12,000 energy customers and assessed the behind-the-scenes practices of 17 firms, placed three major suppliers in the lowest ranks. Scottish Power came last with an overall score of just 56%. It received a particularly dismal rating for complaints handling, scoring only four out of a possible 15 points.
Customers criticised the firm on multiple fronts, including bill accuracy, ease of contact, and perceived value for money. It was joined in the bottom three by EDF Energy, which scored 58% overall and was marked down for limited customer service hours, and British Gas, which achieved 59% and was rated poorly for complaint handling.
Top of the Table: Smaller Suppliers Shine
In contrast, lesser-known supplier E, based in Birmingham, topped the table with an impressive overall score of 79%. The company, which now serves over 300,000 customers, was praised for its clear communication and a policy of not charging exit fees to customers wishing to switch.
Close behind was rapidly expanding Octopus Energy, the UK's largest supplier, with a score of 74%. Alongside E, 100Green and Sainsbury's Energy, Octopus was crowned a 'Which? Recommended Provider'.
Industry Reaction and Customer Advice
Emily Seymour, Energy Editor at Which?, issued a clear warning to underperforming firms. "Our research shows that while four suppliers are outshining the competition, some big firms are letting their customers down," she said. "With fixed tariffs now reliably cheaper than the energy price cap, there is no need for customers to put up with poor value for money or shoddy customer service."
She advised unhappy customers to shop around for a cheaper fixed tariff with a provider offering better service. In response, a Scottish Power spokesperson defended the company's record, pointing to its performance on the Citizens Advice scorecard as a "gold standard" measure. EDF highlighted its £140 million customer support package, while British Gas noted a 20% annual fall in complaints and cited Ofgem data showing an 81% satisfaction score.
The findings, published in January 2026, highlight a competitive market where smaller, agile providers are setting the standard for customer care, leaving some industry giants with significant room for improvement.
