Unauthorised charges, inaccurate bills and poor customer service: Which? reveals energy customers’ most common complaints

Unauthorised charges, inaccurate bills and generally poor customer service are among the most common complaints made to energy suppliers, according to Which? research.

Which? surveyed over 8,800 members of the public about their experience with and any complaints about their energy provider in October 2021, when the energy crisis began. 

A lack of competitive deals on the market since then means that many consumers have not switched energy providers, in spite of any customer service concerns. 

Over four in 10 (44%) of those who complained raised issues about bills or statements, making this the most commonly complained about issue.

Almost a third (32%) of those who complained about bills said their supplier took a one-off payment without warning, around a fifth (21%) said they received an inaccurate bill and one in eight (13%) said their direct debit payments increased without warning.

Problems with a supplier’s customer service were the second most common topic for complaints - with more than a third (36%) of those who complained raising this issue. 

Which?’s research found that the number of customers who felt they had reason to complain varied dramatically between suppliers. Boost performed the worst, with six in 10 (58%) customers in Which?’s survey saying they felt they had reason to complain. 

Octopus Energy and Ovo Energy had the lowest number of customers who felt they had reason to complain - with just 4 per cent and 8 per cent of customers respectively saying they had reason to complain. 

Some energy companies fared worse than others for customer service. Scottish Power came bottom of Which?’s rankings for customer service - with just under half (48%) rating their customer service as good. 

On the other end of the scale, Octopus Energy and So Energy customers received the highest scores - with 79 per cent and 71 per cent of customers respectively rating their customer service as good. 

One in eight (14%) in Which?’s survey felt they had an issue to raise with their energy supplier in the year to October 2021. Nine in ten (89%) went ahead with their complaint - with almost half (47%) of those who complained saying they were unhappy with how their issue was handled.

One in 10 (11%) complaints went unreported. Around one in six (16%) of these customers said they did not share their concern with their energy firm because they did not have the time to do so, and a similar number (15%) felt their problem was not serious enough to complain about. Worryingly, more than one in 10 (11%) were unable to find out how to launch a complaint with their energy company.

Since Which?’s survey in October 2021, the energy crisis has worsened - with Ofgem announcing the energy price cap will rise by over 50 per cent from 1st April and fewer than 20 suppliers still trading. 

Without fixed tariff deals available that are cheaper than the level of the default tariff price cap, it has not made financial sense for many consumers to switch suppliers, even if they are unhappy with the service they are receiving.

Customers should be able to raise any issues with their provider and trust that it will be looked into and resolved. Any suppliers who are falling short on resolving complaints must up their game and improve their customer service.

Some consumers have reported that their energy company has said their bills will increase dramatically when the price cap takes effect in April. People should query any significant changes with their supplier and remember that they are entitled to ask to move to a variable tariff if the new fixed tariff they are quoted would be higher than the price cap. 

In the longer-term, the government and energy firms should ensure that support reaches those who need it ahead of the price cap increases. Energy suppliers should also be ready to support any customers struggling to pay their bill when the new price cap takes effect. 

Natalie Hitchins, Which? Head of Home Products and Services, said: 

“In the current cost of living crisis, good customer service, getting bills right and sorting out complaints effectively are really important. Any energy companies who are falling short on customer service must up their game. 

“Many more households will be dragged into fuel poverty once prices rise in April. Suppliers must be ready to support customers struggling to pay their bills when the price cap takes effect - quickly resolving any queries or complaints.”

ENDS

Notes to editors

Which? surveyed 8,803 members of the public in October 2021. Fieldwork was carried out online by Opinium and data has been weighted to be representative of the Great British population (aged 18+).

Energy customers who felt they had reason to complain about their supplier

Based on an online survey of 8,803 members of the public conducted by Which? in October 2021.

*British Gas Evolve changed its name to British Gas in November 2021. All customers are now with the British Gas brand. Over a third (35%) of British Gas Evolve customers felt they had reason to complain between October 2020 and October 2021. 

**Bulb was in special administration at the time of writing. 

Sample sizes: Octopus Energy (997), Ovo Energy (228), So Energy (91), Utility Warehouse (129), Boost (113), Utilita (205), Outfox the Market (70), Bulb (518),  British Gas (1,930), EDF Energy (845), Eon (978), Sainsbury’s Energy (65), Scottish Power (553), SSE (609), Shell Energy (425), Eon Next (342), British Gas Evolve (152)

Energy customers happy with their supplier’s customer service

Based on an online survey of 8,803 members of the public conducted by Which? in October 2021.

*British Gas Evolve changed its name to British Gas in November 2021 and all customers are now with the British Gas brand. Over half (57%) of British Gas Evolve customers said its customer service was good and 63% were satisfied with it between October 2020 and October 2021.

**Bulb was in special administration at the time of writing. 

Sample sizes: Octopus Energy (997), Ovo Energy (228), So Energy (91), Utility Warehouse (129), Boost (113), Utilita (205), Bulb (518),  British Gas (1,930), EDF Energy (845), Eon (978), Sainsbury’s Energy (65), Scottish Power (553), SSE (609), Shell Energy (425), Eon Next (342), British Gas Evolve (152)

More information on how to complain about an issue with your gas, energy or electricity bill is available here: https://www.which.co.uk/consumer-rights/advice/how-to-complain-about-your-electricity-gas-or-energy-bill-aFGeM9x3M29r