New energy complaint figures from Citizens Advice show ScottishPower attracted a record number of customer gripes at the end of last year.

Citizens Advice releases the number of complaints each supplier receives each quarter. And in the final quarter of 2014 ScottishPower received a whopping 1,163 per 100,000 customers, the highest number of complaints ever recorded against one energy firm.

In fact, complaints about ScottishPower increased by an incredible 588% over the course of the year.

The problems centred on its new billing system, which meant some customers didn’t actually receive a bill. Complaints levels got so bad that Ofgem actually banned the firm from selling energy for 12 days back in March.

Here’s how the suppliers shape up, based on the number of complaints per 100,000 customers.

Supplier

Complaints (Jan-Mar 2014)

Complaints (Apr-Jun 2014)

Complaints (July-Sept 2014)

Complaints (Oct-Dec 2014)

SSE

38.7

33.7

45.7

44.5

British Gas

75.4

81.4

97.3

72.3

EDF Energy

84.5

82.7

110.4

75.1

E.ON

83.6

79.2

99.2

108.2

Npower

664.8

647.7

719.4

599

ScottishPower

197.7

256

744.8

1,630

Average

153.9

159

236.7

258

Gillian Guy, chief executive of Citizens Advice, said: “New billing systems are routinely failing energy customers. In the last few years, four of the largest firms have introduced new billing systems, and their implementation has caused chaos for consumers.”

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Customer satisfaction

Citizens Advice's findings broadly match with the Which? annual energy firm satisfaction survey which came out earlier this year.

The survey looks at independent suppliers as well as the Big Six.

Customers were asked to rate the suppliers on a variety of things including customer service, value for money and accuracy of bills. Each supplier was given a customer score based on their overall satisfaction rating and the likelihood of being recommended to a friend.

As you can see, it’s the smaller names that really do well, with the exception of Spark Energy, which has fallen four places since the last survey.

Supplier

Customer service

Value for money

Accuracy and clarity of bills

Complaints handling

Helping you to save energy

Customer score

Ecotricity

5/5

4/5

5/5

5/5

5/5

84%

Good Energy

5/5

4/5

4/5

4/5

5/5

82%

Ebico

5/5

4/5

4/5

No data

4/5

81%

Ovo Energy

5/5

4/5

4/5

4/5

4/5

80%

Utility Warehouse

5/5

4/5

4/5

4/5

4/5

76%

Flow Energy

4/5

4/5

4/5

No data

4/5

73%

The Co-operative Energy

4/5

3/5

3/5

3/5

2/5

61%

Budget Energy*

4/5

4/5

3/5

No data

3/5

61%

M&S Energy

4/5

3/5

3/5

4/5

3/5

57%

Sainsbury’s Energy

4/5

3/5

3/5

4/5

3/5

58%

First Utility

2/5

4/5

3/5

2/5

3/5

54%

Firmus Energy*

3/5

3/5

3/5

No data

2/5

53%

SSE Airtricity*

3/5

3/5

3/5

3/5

2/5

51%

Extra Energy

3/5

4/5

No data

No data

4/5

51%

SSE

4/5

2/5

3/5

4/5

2/5

50%

E.ON

3/5

3/5

3/5

3/5

3/5

50%

Spark Energy

2/5

4/5

2/5

3/5

2/5

50%

British Gas

3/5

2/5

3/5

3/5

2/5

49%

EDF Energy

3/5

3/5

3/5

3/5

2/5

49%

Power NI*

3/5

1/5

3/5

2/5

2/5

48%

ScottishPower

2/5

2/5

2/5

2/5

1/5

41%

npower

1/5

1/5

2/5

1/5

1/5

35%

*Northern Ireland

Source: Which?

The Big Six have performed rather poorly for the last four years, although cheaper suppliers such as Extra Energy and First Utility still have some work to do too.

If you aren’t happy with your energy supplier, then make sure you vote with your feet and switch. You might well get a cheaper deal too.

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