The UK's largest energy suppliers have been sharply criticised for poor customer service in a major annual survey, with Scottish Power ranked as the worst performer.
Big Names at the Bottom of the League
Consumer champion Which? has placed Scottish Power at the very bottom of its annual energy supplier rankings. The survey, which gathered the views of almost 12,000 customers, also saw British Gas and EDF Energy languishing just above Scottish Power at the foot of the table.
Scottish Power received the lowest score for customer satisfaction and tied with EDF for the second-lowest score in Which?'s own assessment of customer service. So Energy was the weakest performer in that specific assessment, finishing fourth from bottom overall.
Other major suppliers in the lower half of the league included Ovo Energy, which was fifth from bottom, while E.ON Next tied with Ecotricity and Fuse Energy as the sixth worst-ranked firms.
Suppliers Defend Their Record
The poorly ranked suppliers have questioned the Which? findings, pointing to alternative metrics. A spokesperson for Scottish Power argued that the Citizens Advice scorecard, which uses a "much more robust and transparent methodology," shows the company provides "sustained, high-quality delivery for our customers."
British Gas highlighted data from the industry regulator, Ofgem, showing it had achieved the second-highest overall satisfaction score among main suppliers after complaints fell by more than 20% annually for the past two years. The company acknowledged, "We know there is always more to do."
EDF Energy was approached for comment on its low ranking.
Four Firms 'Outshining the Competition'
In contrast to the struggles of the large incumbents, four suppliers earned the coveted "Which? recommended provider" status for excelling.
E (Gas and Electricity), a Birmingham-based firm with over 300,000 customers, topped the table overall. It was joined by Octopus Energy, 100Green, and Sainsbury's Energy as the top-rated providers.
Octopus Energy, now the UK's biggest supplier, finished second overall and was named a recommended supplier for the ninth year in a row. Founder Greg Jackson said the consistent recognition proved excellence was "not about scale – it's about consistently focusing on our customers."
Emily Seymour, Which?'s energy editor, summarised the stark divide: "While four suppliers are outshining the competition, some big firms – including Scottish Power, EDF and British Gas – are letting their customers down." The survey underscores the significant gap in customer service quality within the UK's vital energy sector.
