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Best and Worst Energy Suppliers 2020

When deciding on who to use as your energy supplier it can be useful to know who the UK’s best and worst energy suppliers are.

Last updated: 04 December 2020

Best and Worst Energy Suppliers 2020
Consumer magazine, Which?, provides an annual survey with a rundown of customer energy satisfaction for 25 of the biggest energy companies in England, Scotland and Wales. Read our useful guide to find out which suppliers were revealed as the best and the worst in the UK. 

Who are the best energy suppliers?

Each year, Which? recommends their top picks for the best energy supplier. They have picked three energy firms for 2020, all three are newer and smaller than the Big Six, and all three sell 100% renewable energy:

Octopus Energy

Octopus energy are the number one rated energy company for the second year in a row, with an overall score of 83%. Starting in 2016, they now have over 1.5 million customers. They were the only provider to score three five-star ratings in the survey, including being the only provider to score ‘excellent’ for their customer service.

Pure Planet

With the joint-third highest customer score of 78%, Pure Planet impressed with its first year in the survey. Customers were especially happy about the value for money.

So Energy

Although 7th in the overall score list with a score of 75%, So Energy scored well across the board. They are one of the fastest firms to respond to customer calls and emails. They only offer one fixed-rate tariff at a time, promising simplicity.

Other honourable mentions for the best energy suppliers should go to the following firms:

  • Ebico – with the second best overall score of 79%, Ebico was awarded five stars for bill accuracy. All tariffs include 100% renewable electricity and customers also highlighted its value for money.
  • Bulb – have the same overall score as Pure Planet, and are another provider offering 100% renewable energy at one tariff.

Here is a list of the best energy suppliers in the UK for 2020, according to the Which? survey:

Energy Supplier

Which? Customer Score

Octopus Energy

83%

Ebico

79%

Bulb Energy

78%

Pure Planet

78%

People’s Energy

77%

Powershop

77%

Ecotricity

75%

So Energy

75%

Bristol Energy

73%

Engie

73%

Co-op Energy

73%

OVO Energy

73%

 

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Who are the worst energy suppliers?

The most notable firms with bad customer scores were E.ON, SSE, British Gas, EDF Energy, Npower, and Scottish Power, otherwise known as the Big Six energy suppliers. None of them featured in the top 20 energy providers. E.ON and SSE scored best out of the Big Six, each with customer scores of 61%. Scottish Power were the lowest ranked of the six big firms, with a score of just 51%. None of the Big Six rated five stars in any category, where smaller companies excelled in bill accuracy and customer service.

The worst rated energy company is Together Energy with a score of just 48%. Spark Energy was in second last place for the second year running on 51%, which is probably no surprise after OVO Energy had to bail them out in a takeover.

Here is a list of the worst energy suppliers in the UK for 2020, according to the Which? survey:

Energy Supplier

Which? Customer Score

Robin Hood Energy

65%

Utilita

65%

iSupply

64%

E

61%

Eon

61%

SSE

61%

British Gas

60%

EDF Energy

60%

Shell Energy

58%

Npower

57%

Green Star Energy

55%

Ampower

53%

Scottish Power

51%

Spark Energy

51%

Together Energy

48%

How are they ranked?

Which? runs an annual survey of around 8,000 energy users to find out which energy suppliers are providing the best service. Customer scores are calculated from how satisfied customers are and how likely they are to recommend their energy supplier. Consumers are also asked to rate the following:

  • Bill accuracy
  • Clarity of bills
  • Customer Service (both on the phone and online)
  • How they handle complaints
  • Digital tools
  • Value for money

These help to calculate the star ratings of each supplier. Each supplier is given a percentage rating which is what their final position is based on.

What to do if you’re unhappy with your energy supplier

Before you lodge any complaints with your energy supplier, be sure to have contacted them first. A lot of the time, problems can be sorted out with one phone call. If problems persist then send a letter or an email to your supplier, with all of your details and account number, outlining the problems. For added impetus include any photos, bills or paperwork that may be relevant. If you still don’t receive any help from your energy supplier, then you can contact the Citizens Advice Consumer Service and they will advise you on how to proceed.

For full details on the process, read our guide on how to complain about your energy supplier

You will usually always save money by switching energy suppliers; however, this will depend on whether there are exit fees. To work out whether it is worth switching, find the best energy deal for you by comparing energy providers and subtract the exit fee from the savings you would make by switching. If it works in your favour, make the switch.

Many homes will never have switched energy suppliers, as it can be complicated and takes time. If you have never switched your gas or electricity supplier, or not switched in the last couple of years, you'll almost certainly save money by moving to a different deal. The switching process is straightforward and could save you a lot of money in the long run.

Danny Lord

Author: Danny Lord

Danny is our Editor-in-Chief, and has been writing news and guides for comparison sites for the last five years.

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