Energy Customer Service Rankings: The Best and Most Complained About Energy Suppliers Revealed
Rebel Energy and So Energy named lowest performers, while Utility Warehouse leads the pack
Two challenger energy suppliers have been named as the most complained about in the industry for customer service, according to new figures from Citizens Advice.
The data, which looked at energy companies with more than 25,000 customers, factored in complaint volumes to Citizens Advice, Advice Direct Scotland, and the Energy Ombudsman, as well as call waiting times and customer commitment scores.
At the bottom of the table were Rebel Energy and So Energy.
Rebel Energy ranked lowest with a score of just 2.4 out of 5 and 53 complaints per 10,000 customers between October and December 2024. Customers waited an average of 1 minute and 42 seconds when calling the helpline, and only 62.9% of emails were responded to within two days.
So Energy fared slightly better with a score of 2.5 out of 5 and a higher complaint rate of 74.5 per 10,000 customers. Its average phone wait time was 2 minutes and 1 second, and 73.5% of emails were answered within 48 hours. However, it gained extra points for offering a switch guarantee and a vulnerability commitment.
The Energy Switch Guarantee requires 98% of customer switches to be completed within five working days. A vulnerability commitment means the supplier promises improved support for customers facing financial hardship or health issues.
Among the traditional providers, British Gas landed in the middle of the rankings but had the second-highest number of complaints overall—81.3 per 10,000 customers.
Topping the rankings was Utility Warehouse, with a score of 3.8 out of 5. Customers calling its helpline waited just 1 minute and 14 seconds on average, and an impressive 99.3% of emails were answered within two days. It had 25.3 complaints per 10,000 customers.
Unlike other suppliers, Utility Warehouse also provides broadband, mobile, and insurance services, allowing customers to bundle everything into a single bill.
Rob Harris, chief operating officer of Utility Warehouse, said:
"We're proud to be in our customers' corner, and finishing top of the Citizens Advice energy supplier rankings for the second quarter in a row proves that commitment. Whether it's our partners helping their local communities or our service teams supporting customers, we put people first – and it shows."
In second place was Outfox the Market, a challenger brand launched in 2017, with a score of 3.6 out of 5. Despite receiving fewer complaints than Utility Warehouse—just 20.6 per 10,000 customers—callers waited slightly longer at 2 minutes and 6 seconds. It responded to 100% of customer emails within two days.
Scottish Power was the highest-ranking of the Big Six suppliers, also scoring 3.6 out of 5. It received 46.7 complaints per 10,000 customers. Customers calling the helpline waited an average of 1 minute and 25 seconds, while 96.1% of emails were responded to within 48 hours.
Andrew Ward, CEO of Scottish Power’s customer business, said:
"Looking after our customers is at the heart of everything we do and we're committed to providing them with the best service possible; not only reducing call waiting times but giving our customers a number of ways to contact us that best suits their individual needs."
Utilita had the highest number of complaints overall, followed by British Gas. At the other end of the spectrum, Good Energy received the fewest complaints—just 9.7 per 10,000 customers.