Choosing the right energy supplier can feel like navigating a minefield, especially when some of the biggest names in the UK seem to be falling short. But here’s where it gets controversial: according to the latest rankings by Which?, Scottish Power, EDF, and British Gas are among the worst performers, leaving customers frustrated and seeking better alternatives. And this is the part most people miss—while these giants struggle, smaller suppliers like E (Gas and Electricity) and Octopus Energy are shining brightly, offering superior service and value.
In its annual survey, Which? polled nearly 12,000 energy customers and conducted an in-depth assessment of 17 firms’ practices. The results? Scottish Power scored a dismal 56%, the lowest overall, largely due to its poor handling of complaints. EDF followed closely with 58%, criticized for its limited customer service availability. British Gas, despite scoring slightly higher at 59%, still struggled with resolving complaints and switching customers. These scores are particularly striking when compared to the top performers.
E (Gas and Electricity) took the crown with a stellar 79%, earning four stars for customer service, ease of contact, and clear billing. A whopping 86% of its customers said they’d recommend it. Octopus Energy came in second with 74%, followed by 100Green (72%) and Sainsbury’s Energy (71%). Interestingly, Co-op Energy and Outfox Energy matched Sainsbury’s score but fell short in some survey categories.
Here’s the bold truth: with fixed tariffs now cheaper than the energy price cap, there’s no excuse for poor service or value. Emily Seymour, Which? Energy editor, put it bluntly: “Some big firms are letting their customers down. If they don’t improve, their customers will vote with their feet.” She urged dissatisfied consumers to shop around for better deals and service.
But not everyone agrees with the rankings. A spokesman for Centrica (British Gas’s parent company) defended their progress, citing a 20% annual drop in complaints over the past two years and recognition from Uswitch and UKCSI. They also highlighted efforts to extend call centre hours and support vulnerable customers. Similarly, EDF pointed to its 4.8 Trustpilot rating, based on over 154,000 five-star reviews, as evidence of its strengths. Scottish Power, meanwhile, dismissed the Which? survey in favor of the Citizens Advice scorecard, which they claim uses a more robust methodology.
So, what’s the takeaway? While the big players argue they’re improving, the numbers tell a different story. Smaller suppliers are setting the bar higher, leaving customers to wonder: is it time to switch? And here’s a thought-provoking question for you: Are these rankings a fair reflection of service quality, or do they overlook the complexities of managing millions of customers? Let us know your thoughts in the comments—we’d love to hear your perspective!
