A new league table has revealed a stark divide in customer service performance among the UK's largest energy companies, with several household names failing to secure a spot in the top ten.
Big Names Stumble in Customer Service Rankings
The comprehensive ranking from Citizens Advice, discussed by BBC finance reporter Louise Minchin on Morning Live on 13 January 2026, places significant focus on complaint handling and ease of contact. Louise Minchin stated the key finding was that while some suppliers are excelling, others are "still falling way short of what customers deserve."
At the top of the table, Ecotricity and Outfox the Market are praised for their consistent performance, particularly regarding low complaint numbers. Utility Warehouse also scores highly. Among the larger suppliers, Octopus Energy stands out as the best performer, securing a place in the overall top five.
Middle and Bottom of the Pack Exposed
The report presents a mixed picture for other major providers. British Gas and EDF Energy find themselves in the middle of the pack. While they have made some progress in improving response times, the research indicates their complaint handling procedures still require significant improvement.
The situation is more critical for customers of firms at the bottom of the ranking. OVO Energy and SSE are highlighted as struggling significantly. Citizens Advice found that their customers frequently endure call waiting times of over 15 minutes and face a higher incidence of billing inaccuracies.
Is It Time to Switch Your Energy Supplier?
When asked by presenter Gethin Jones if customers with poorly ranked firms should consider switching, Louise Minchin offered clear advice. She emphasised that switching for better service is just as valid a reason as switching for a cheaper price.
"If you're constantly frustrated by long wait times or billing errors, use this league table as your guide," she recommended, urging consumers to review their options. The full rankings are available for public view on the Citizens Advice website.
The full ranking of the 16 energy firms is as follows:
- Ecotricity
- Outfox Energy
- 100Green
- Co-op Energy
- Octopus Energy
- E (Gas and Electricity)
- ScottishPower
- Good Energy
- Utility Warehouse
- E.ON Next
- British Gas
- Ovo Energy
- Utilita
- EDF Energy
- So Energy
- TruEnergy
