Extra Energy tops complaints list for second quarter

Extra Energy has topped an energy complaints leaderboard for the second quarter in a row. Citizens Advice’s rankings measure how effectively energy suppliers deal with complaints from small business customers across Great Britain. Suppliers’ […]

Register now!

By Jonny Bairstow

Extra Energy has topped an energy complaints leaderboard for the second quarter in a row.

Citizens Advice’s rankings measure how effectively energy suppliers deal with complaints from small business customers across Great Britain.

Suppliers’ scores are calculated based on the seriousness of the complaint made against them and how long it took to resolve. Firms with lower complaints ratios are better at resolving complaints than those with high scores.

SSE had the best complaints handling score of 11.7 per 10,000 customers.

Extra Energy had the highest score and delivered the worst complaints handling performance, receiving a ratio of 1,231.2 per 10,000 customers.

When surveyed, Extra Energy’s business customers said the main problems included not being notified when a contract was coming to an end and then being rolled onto more expensive tariffs they couldn’t easily get out of.

Citizens Advice CEO, Gillian Guy, said: “Energy problems can cause serious setbacks for small businesses.

“Firms rely on a smooth service from energy suppliers to grow and develop. Problems such as inaccurate bills or contract issues can undermine these efforts and waste small businesses’ precious time and money.”

The number of complaints made by householders about energy suppliers has fallen by 32%.