Energy Supplier Customer Service Compared

Choosing an energy supplier is not only about going for the lowest energy prices. The UK energy market keeps changing, and in 2025, having good customer service is more important than ever. A lot of energy customers face long waiting times on calls, unclear bills, or unresolved issues. So, which energy company is doing things right?

We’ve reviewed the latest complaints data, Citizens Advice rankings, and Energy Ombudsman stats to compare how different energy providers, including smaller suppliers, are performing. These sources help us understand who’s supporting customers best—and where to be cautious.

Why Customer Service Matters When Choosing an Energy Provider

When you switch energy suppliers, a cheap rate might look great on paper. But when your smart meter fails or your energy bill is incorrect, that’s when you find out whether your energy provider actually supports you.

Good customer service is especially important for vulnerable customers who rely on timely help.

Key areas we assessed:

• Number of complaints per 10,000 customers
• Speed and success rate of complaint resolution
• Satisfaction and trust ratings
• Clarity of bills and communication
• Support for renewable energy and green initiatives

How Are Energy Supplier Complaints Measured?

Citizens Advice assesses each supplier in five key categories:

• Complaints referred to third parties (like the Energy Ombudsman)
• Ease of contact
• Accuracy and clarity of energy bills
• Switching speed and reliability
• Help provided to vulnerable customers

They combine these into an overall score out of 5. Higher is better.

Separately, the Energy Ombudsman tracks complaint volume, resolution time, and whether the complaint was upheld.

Latest Citizens Advice Customer Service Rankings – June 2025

Octopus Energy leads the way again, praised for speedy resolution times and strong support for renewable energy users. Scottish Power sits at the bottom due to persistent complaint volumes.

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Which Energy Supplier Has the Most Complaints?

We also looked at the number of complaints sent to the Energy Ombudsman in Q1 2025.

Scottish Power had the most complaints and the highest upheld rate—suggesting deeper problems in service delivery. In contrast, Utility Warehouse resolved complaints more quickly and with fewer escalations.

What About Smaller Suppliers?

Smaller energy suppliers may advertise ethical values, low-cost tariffs, or renewable energy commitments. Brands like So Energy stand out for offering strong customer support with low complaint volumes. However, not all smaller firms are equal.

Some have limited resources, small teams, or outdated billing systems. In the worst cases, several small firms have gone out of business entirely over the past few years. Before signing up, it’s smart to check:

• Complaint data from Citizens Advice
• Energy Ombudsman reports
• Financial stability or backing (especially after the energy crisis)

What Do Customers Say in Reviews?

Here’s a sample of what energy customers are saying in 2025:

• Octopus Energy: “The app is easy to use. I can view usage and contact support quickly. They genuinely help.”
• British Gas: “Been with them for years, but moving house is always complicated.”
• Utility Warehouse: “Helpful over the phone, and I like bundling all my bills in one place.”
• So Energy: “Feels personal. They’re one of the few suppliers truly focused on renewable electricity.”

Smaller suppliers with well-run systems can offer just as good (or better) service than the Big Six. You don’t need to choose a huge company to get great support.

Are Energy Complaints Getting Better or Worse?

As of 2025, complaints performance has improved slightly since the height of the energy crisis in 2022–2023. However, resolution times remain slower than they were pre-crisis.

Suppliers are under pressure from rising energy bills, customer expectations, and the transition to green energy. Strong support teams and well-designed apps are now critical for success.

How Does This Affect Your Switch Decision?

When using an energy comparison service, it’s tempting to only focus on tariff prices or the energy price cap. But customer service is just as important—especially if things go wrong.

Here’s what to consider:

• Review the number of complaints per 10,000 customers
• Look for fast complaint resolution times
• Check Citizens Advice customer satisfaction scores
• Consider how suppliers treat vulnerable customers
• Look for suppliers with strong mobile tools and app support

At Free Price Compare, you can compare energy prices across major and smaller suppliers. A cheap deal is no good if it takes 40+ days to fix a billing error.

Which Energy Suppliers Offer Great Service and Renewable Energy?

Some providers combine strong customer service with renewable energy:

• Octopus Energy – 100% renewable electricity, app-based service, multi-award winner
• So Energy – Green tariffs with helpful UK-based staff
• EDF Energy – A major supplier offering nuclear + renewable mix
• Utility Warehouse – Strong phone support and billing simplicity (less green-focused)

Choosing a provider aligned with your values doesn’t mean compromising on service. These companies show you can have both.

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How to Compare Energy Prices With Customer Service in Mind

Here’s a smarter way to switch:

1. Use a trusted energy comparison website like Free Price Compare
2. Check tariff prices, terms, and green options
3. Filter or review complaint scores and satisfaction ratings
4. Prioritise suppliers with low Ombudsman escalations
5. Don’t just chase savings—chase value and support

You can compare energy prices now and check how suppliers like So Energy, Utility Warehouse, and Octopus perform on real customer service—not just price.