Which energy suppliers are the best and worst—Ovo Energy, British Gas, and Octopus Energy?

In terms of customer service, Citizens Advice has ranked 16 energy providers; which is the best and which the worst?

Ecotricity has been recognized as the UK's top energy provider for customer service.

Every three months, Citizens Advice releases data on the biggest suppliers in the UK and rates them according to three criteria: customer commitments, contact waiting time, and the fewest complaints received.

The Citizens Advice consumer service, the Extra Help Unit, the Energy Ombudsman, and Advice Direct Scotland provide the data that the charity uses to create the table.

The most recent data includes 16 suppliers' service levels in England and spans the months of July through September. The round-up only includes businesses with over 25,000 customer accounts.

Top and worst energy providers.

With an overall rating of 4.1 out of 5 stars, Ecotricity emerged victorious. Additionally, the company had the fewest complaints, earning it a 4-star rating.

With an overall rating of four out of five stars, Outfox Energy came in second, followed by 100Green and Co-op Energy, Octopus, and E (Gas and Electricity), which shared third place with ratings of three out of eight.

On the other end of the spectrum, Tru Energy received an overall score of 1.9 out of 5 stars, which includes a 0 out of 5 star rating for customer commitments. This rating is based on suppliers' participation in the Vulnerability Commitment and the Energy Switch Guarantee.

As a result, Energy, EDF Energy, and Utilita all received low overall ratings2, 2.2, and 2.4 out of 5 stars, respectively.

The second-largest energy company in the UK, British Gas, ranked 11th out of 16.

Refer to Citizens Advice. refers to the months of July through September of 2025.

"We are committed to providing exceptional service for our customers, with more than 37,000 customers posting 5-star Trustpilot reviews in the past six months," an EDF representative stated.

"Unfortunately, these Citizens Advice results show issues we had during the summer that have since been fixed. The "

BFIA reached out to Utilita, Tru Energy, and So Energy for comment.

How to file a complaint with your energy company.

You have the right to file a complaint if you're not satisfied with the service you received from your supplier.

Your company's website ought to include a complaint procedure. You should be able to speak with your company's customer service representative over the phone about their complaint procedure.

You can use the Citizens Advice energy complaints letter template if you wish to send a letter or email.

Your energy company has eight weeks to resolve any issues you have identified. The Energy Ombudsman can hear your complaint if it doesn't.

This unbiased, free service aims to resolve problems between suppliers and consumers.

You can talk to an adviser at your local Citizens Advice branch if you would prefer assistance with the complaints process.

How can I change suppliers of energy?

If you choose to change providers, all you have to do is pick a new one and get in touch with them via phone or online. Your new supplier will get in touch with your previous one to inform them of your change.

Make sure there are no fees associated with leaving, such as an exit fee for early termination of a fixed tariff contract, before you relocate.

You can cancel the switch without incurring any fees during the 14-day cooling-off period. This begins the day you sign a contract with the new supplier.

To avoid being charged by the new supplier for energy used prior to the switch, make sure you take an energy meter reading on the day of the switch.

A switch should be finished by suppliers in five working days. If they don't, they must pay forty dollars in compensation within ten business days.

Starting on January 1st, the Ofgem price cap will increase by 0.2%. This means that the average annual bill for a household paying by direct debit under a dual-fuel standard tariff will increase from 1,758 for the quarter to 1,755 annually.

Hundreds of thousands of people will be searching for ways to reduce their energy bills because they are already having difficulty paying for their gas and electricity.

According to recent research from the Resolution Foundation, the number of people who have unpaid electricity bills more than tripled from 300,000 in 2012 to over one million at the end of 2024.

Over the same period, the number of consumers who were behind on their gas bills increased from 300,000 to 900,000.