Energy Supplier Complaints: The Official Ofgem Figures
Ofgem publishes complaint rates and resolution times for energy suppliers every quarter. Compare suppliers only within the same size group because Ofgem uses different scales for different groups.
The latest figures
These are Ofgem’s published figures for Q1 2026, with the market as a whole lower than the same quarter a year earlier. Each table states whether its rate is per 100,000, 10,000 or 1,000 accounts.
The market as a whole
Q1 2026
Ofgem publishes one chart covering every supplier by size group. On this chart alone, all four groups are counted on the same scale — per 100,000 customer accounts.
- All suppliers
- 1,038
- per 100,000 customer accounts · 11.8% down on a year earlier
- Large suppliers
- 1,006
- per 100,000 customer accounts · 14.2% down on a year earlier
- Medium-sized suppliers
- 1,827
- per 100,000 customer accounts · 24.0% up on a year earlier
- Small suppliers
- 208
- per 100,000 customer accounts · 28.3% down on a year earlier
Read each group against itself, not against the others
Ofgem counts these groups on different scales. Large and medium suppliers are reported per 100,000 customer accounts, the selected small suppliers per 10,000, and Feed-in Tariff complaints per 1,000 Feed-in Tariff accounts. Every table below states its own scale, and we do not rank one group against another.
Large suppliers
Complaints per 100,000 customer accounts
| Supplier | Complaints per 100,000 customer accounts | On a year earlier | Resolved by next working day | Resolved within 8 weeks |
|---|---|---|---|---|
| OVO | 1,725 | 4.4% down | 66% | 92% |
| Scottish Power | 1,585 | 5.2% down | 60% | 86% |
| British Gas | 1,135 | 2.8% down | 54% | 85% |
| EDF | 1,047 | 25.8% down | 64% | 86% |
| E.On | 780 | 20.7% down | 51% | 90% |
| Octopus Energy | 538 | 28.0% down | 44% | 81% |
No longer reported in this group: Bulb (last Q2 2023), nPower (last Q4 2020), SSE (last Q4 2019). A supplier leaves this table either because it stopped trading or because Ofgem moved it to a different size group, and Ofgem keeps its old series in the old chart.
Medium-sized suppliers
Complaints per 100,000 customer accounts
| Supplier | Complaints per 100,000 customer accounts | On a year earlier | Resolved by next working day | Resolved within 8 weeks |
|---|---|---|---|---|
| Utility Warehouse | 2,140 | 8.4% up | 83% | 100% |
| So Energy | 1,573 | 53.2% up | 46% | 88% |
| Utilita | 1,503 | 43.4% up | 69% | 96% |
No longer reported in this group: Avro Energy (last Q2 2021), Bulb (last Q2 2020), Green Network Energy (last Q4 2020), Octopus Energy (last Q2 2020), OVO (last Q4 2019), Shell Energy (last Q4 2023). A supplier leaves this table either because it stopped trading or because Ofgem moved it to a different size group, and Ofgem keeps its old series in the old chart.
A selection of small suppliers
Complaints per 10,000 customer accounts
| Supplier | Complaints per 10,000 customer accounts | On a year earlier | Resolved by next working day | Resolved within 8 weeks |
|---|---|---|---|---|
| Tru Energy | 169 | 69.0% up | 0% | 100% |
| Good Energy | 102 | 3.8% down | 62% | 95% |
| Ecotricity | 29 | 38.1% up | 36% | 99% |
| E | 16 | 23.8% down | 79% | 100% |
| Green Energy UK | 8 | 46.7% down | 16% | 100% |
| Fuse Energy | 5 | 28.6% down | 1% | 94% |
| Outfox Energy | 1 | 50.0% down | 48% | 81% |
No longer reported in this group: ESB (last Q4 2021), So Energy (last Q4 2021). A supplier leaves this table either because it stopped trading or because Ofgem moved it to a different size group, and Ofgem keeps its old series in the old chart.
Feed-in Tariff complaints
Complaints per 1,000 Feed-in Tariff accounts
| Supplier | Complaints per 1,000 Feed-in Tariff accounts | On a year earlier |
|---|---|---|
| Octopus Energy | 20 | 9.1% down |
| Ovo | 17 | 30.8% up |
| Scottish Power | 14 | 133.3% up |
| Edf | 9 | 59.1% down |
| E.On | 7 | 133.3% up |
| Good Energy | 1 | Level |
| British Gas | 0 | 100.0% down |
| Ecotricity | 0 | — |
Suppliers that changed size group
Ofgem groups suppliers by size and moves them between groups as they grow or shrink. When that happens the old series stays in the old group’s chart, so one company can appear twice below. The two entries are the same company either side of a reclassification, not two different suppliers.
- OVO — Large suppliers, Start Q1 2020
- Octopus Energy — Large suppliers, Start Q3 2020
- Bulb — Large suppliers, Start Q3 2020
- nPower — Large suppliers, End Q4 2020
- SSE — Large suppliers, End Q4 2019
- So Energy — Medium-sized suppliers, Start Q1 2022
- Avro Energy — Medium-sized suppliers, End Q3 2021
- Bulb — Medium-sized suppliers, End Q2 2020
- Green Network Energy — Medium-sized suppliers, End Q4 2020
- Octopus Energy — Medium-sized suppliers, End Q2 2020
- OVO — Medium-sized suppliers, End Q4 2019
- ESB — A selection of small suppliers, End Q4 2021
- So Energy — A selection of small suppliers, End Q4 2021
How to read the figures
- The complaint rate is useful for comparing suppliers in the same size group and following one supplier over time.
- A high rate does not prove poor service because companies can differ in how easily complaints are logged.
- Read the rate alongside next-working-day and eight-week resolution figures. Eight weeks is when an unresolved complaint can usually go to the Energy Ombudsman.
If you need to complain
- Complain to your supplier first, in writing if you can, and note the date. Every supplier must have a complaints procedure and must tell you what it is.
- Wait eight weeks, or for a deadlock letter. A deadlock letter means the supplier considers the matter closed. It is your ticket to the next stage and can arrive sooner than eight weeks.
- Take it to the Energy Ombudsman. It costs nothing, and the decision binds the supplier but not you — if you dislike the outcome, your other options remain open.
If your complaint is about a switch that went wrong, our guide to compensation for energy switch problems covers the automatic payments you may be owed without having to ask for them. If you are behind on payments, read switching suppliers while in debt first — the rules are not what most people assume.
Frequently asked questions
Which energy supplier gets the fewest complaints?
Ofgem publishes complaints per 100,000 customer accounts for large and medium suppliers, and per 10,000 accounts for a selection of small ones. Because the scales differ, the supplier with the lowest printed number is not necessarily the one with the fewest complaints per customer. Compare within a size group rather than across them.
Does a high complaint rate mean a supplier is bad?
Not on its own. A complaint rate counts complaints against accounts, so a supplier that makes it easy to raise one — a clear form, a phone line that gets answered, a habit of logging problems properly — can record more of them than a supplier where complaining is a chore. Read the rate alongside how quickly complaints are resolved.
What is a good complaint resolution rate?
Ofgem publishes two: the share resolved by the end of the next working day, and the share resolved within eight weeks. Eight weeks matters because that is when an unresolved complaint can go to the Energy Ombudsman. The next-working-day figure varies far more between suppliers, so it tells you more about day-to-day service.
Why do some suppliers appear twice in the tables?
Ofgem groups suppliers by size and moves them between groups as they grow or shrink. When that happens the old series stays in the old group. So Energy, Octopus Energy, OVO and Bulb each appear in two size groups, on either side of a reclassification. They are the same company, not two different suppliers.
Are these the same complaints figures suppliers publish themselves?
No. Suppliers publish their own complaints performance on their own websites and on their own timetable, and we track that separately in our supplier reviews. Ofgem collects its figures directly and publishes them quarterly on one timetable with one definition. The two are collected differently and should never be added together or averaged.
