What do the energy companies say?
An Ovo Energy spokesperson said: “We are always open to improvements and are confident that through working with Ofgem we can continue to build on our extremely high standards and swift resolution of issues.
“We pride ourselves on great customer service and will be interested to receive the details of the customer responses from this survey, so that we can establish the reason for the scores.”
A spokesperson from Utilita said: “Ofgem’s survey was conducted earlier this year and related to customer complaints dating back to November 2017.
“At that time we had already begun overhauling some of our processes as part of our ongoing commitment to continuously monitor and improve them.
“We know we can always improve, and we will take on board any legitimate criticism. However, we are really pleased with the progress we have made this year.”
A First Utility spokesperson said: “It’s right that Ofgem is holding the industry to account over customer service on behalf of consumers.
“Its report highlights significant improvements made in our complaints handling performance over the past two years and we look forward to reassuring Ofgem as we continue that improvement.”
A spokesperson from Scottish Power said: “We are pleased the survey shows we are the most improved company for complaint handling satisfaction, but we know we still have further to go.
“We will continue to work with Ofgem as we roll out new complaint handling processes and training to further speed up our progress. Meanwhile, our overall service levels continue to improve, as shown across a range of external surveys and scorecards.”