Scottish Power has been identified as the lowest-performing energy supplier in the UK according to recent research. The company received poor ratings for its handling of complaints, placing it in the bottom three alongside EDF Energy and British Gas, as revealed by consumer group Which? after analyzing feedback from nearly 12,000 energy customers.
In the survey conducted by Which?, Scottish Power ranked second lowest among all firms with a customer satisfaction score of 62% and an overall rating of 56% when other factors were considered. The company scored poorly in complaint resolution, receiving only four out of 15 possible points. Customers also criticized Scottish Power for issues related to billing accuracy, accessibility, and value for money.
EDF Energy fared slightly better with an overall score of 58%, although it received the lowest rating for customer contact due to limited monitoring of phone lines and email responses compared to other providers. British Gas scored 59% overall and was specifically criticized for its complaint handling procedures.
Conversely, the lesser-known supplier E achieved a high score of 79%, praised for its customer-friendly policies such as no penalty fees for customers looking to switch providers. E received positive feedback for its communication ease and transparent billing, albeit based on a smaller sample size of 92 customers.
Octopus Energy, now the largest energy supplier in the UK, secured the second-highest score of 74%. Alongside two other suppliers, 100Green and Sainsbury’s Energy, it was recognized as a Which? Recommended Provider.
Which? Energy Editor, Emily Seymour, emphasized the importance of customers seeking better value and service, urging dissatisfied customers to explore alternative providers offering competitive fixed tariffs and improved customer support.
In response to the rankings, a ScottishPower spokesperson highlighted independent assessments that showcase the company’s commitment to customer service excellence through substantial investments in service improvements. EDF Energy reiterated its dedication to enhancing customer service despite areas for improvement identified in the research. British Gas emphasized a significant reduction in complaints and high overall satisfaction ratings according to Ofgem data, pledging ongoing efforts to enhance customer experience.
Consumers are encouraged to make informed decisions by selecting providers offering superior service and value.