ScottishPower Ranked Worst UK Energy Supplier for Service

Published: 19 January 2026. The English Chronicle Desk. The English Chronicle Online.

ScottishPower has been named the worst energy supplier for customer service, according to a new survey. The Which? report, compiled from nearly 12,000 energy consumers’ experiences, revealed that ScottishPower received the lowest customer satisfaction scores among Britain’s largest energy companies. The ranking highlights ongoing concerns over how some major suppliers, including ScottishPower, handle customer interactions, billing issues, and complaint resolution, placing the firm at the bottom of the consumer-focused survey. Early analysis shows that other suppliers, such as British Gas and EDF Energy, also struggled to meet expectations, but ScottishPower consistently performed worse across multiple measures of service quality.

The Which? league table assesses suppliers based on comprehensive customer surveys and internal evaluations, combining satisfaction, reliability, and responsiveness. ScottishPower’s score reflected delays in resolving complaints and limited support effectiveness, issues which the survey indicated were significant factors in its ranking. EDF Energy and British Gas followed closely behind, both facing criticism for service shortfalls despite efforts to improve communication channels and complaint handling processes. So Energy, Ovo Energy, and E.ON Next were also among the lowest scorers, demonstrating that several well-known suppliers continue to face reputational challenges in serving domestic customers efficiently.

Which? editor Emily Seymour commented that the findings illustrate a clear divide between companies excelling in customer service and those failing to meet basic expectations. “While four suppliers are outshining the competition, some large firms – including ScottishPower, EDF and British Gas – are letting their customers down,” she said. The results underscore the importance of transparency and responsiveness, particularly as households navigate rising energy costs and increasingly complex tariffs across Britain.

ScottishPower publicly challenged the Which? ranking, citing the Citizens Advice energy scorecard, which it argued reflected a more accurate representation of service quality. A company spokesperson emphasised, “Our performance on the Citizens Advice metrics demonstrates sustained, high-quality delivery for our customers, and our daily efforts remain focused on providing fast and helpful support.” Despite the criticism, ScottishPower pledged to continue refining its service and addressing consumer concerns to restore trust and improve satisfaction scores in future assessments.

British Gas similarly disputed the survey’s conclusions, referencing Ofgem data showing improved satisfaction rates and a notable reduction in customer complaints over the past two years. The supplier highlighted progress in operational efficiency and customer support strategies, acknowledging ongoing efforts to maintain and enhance service standards. EDF Energy echoed these sentiments, stressing its commitment to addressing customer needs and building on strengths to deliver better service across all touchpoints.

While several suppliers faced scrutiny, the Which? report also highlighted firms that achieved strong customer approval. E (Gas and Electricity) topped the table, demonstrating consistent high performance across all evaluated categories. Octopus Energy, the UK’s largest domestic energy supplier, secured second place and maintained its status as a Which? recommended provider for the ninth consecutive year, reflecting the company’s long-standing focus on service, innovation, and customer satisfaction. Octopus founder Greg Jackson noted, “Our growth has never compromised our dedication to customers, and we continue to prioritise value, service, and innovation across our operations.”

Other recommended providers included 100Green and Sainsbury’s Energy, both of which demonstrated consistently positive customer experiences and reliability in service delivery. The findings suggest that suppliers excelling in transparency, responsiveness, and customer support are more likely to build trust and retain loyalty in a highly competitive market. The contrast between top-ranked firms and those struggling like ScottishPower emphasises that customer service remains a critical differentiator in the UK energy sector.

Experts say the survey’s results could influence consumer behaviour, as awareness of service quality becomes a key factor when choosing energy suppliers. Households increasingly seek providers offering not only competitive pricing but also reliable assistance during outages, billing inquiries, or technical issues. Suppliers rated poorly may face reputational damage and potential regulatory scrutiny, encouraging strategic improvements to regain public confidence. The report may also prompt further comparisons between survey results and official metrics, such as Ofgem and Citizens Advice, to ensure transparency and accuracy in public reporting.

Energy sector analysts noted that while ScottishPower, British Gas, and EDF Energy have undertaken reforms and invested in customer care systems, these improvements have yet to translate into tangible satisfaction gains according to consumer surveys. This indicates a gap between operational changes and public perception, highlighting the ongoing challenge of aligning corporate initiatives with customer expectations. By contrast, suppliers achieving recommended status illustrate how targeted investment in support systems and proactive engagement strategies can yield measurable approval and loyalty from consumers.

Overall, the Which? report underscores the need for energy providers to prioritise customer experience alongside operational efficiency. ScottishPower’s placement at the bottom serves as a cautionary example, demonstrating that failure to address consumer concerns effectively can overshadow even competitive pricing or technical reliability. As Britain’s energy market evolves and households become more discerning, providers that consistently meet and exceed service standards are likely to gain a distinct advantage in retaining and attracting customers. The results highlight the continued importance of transparent communication, timely support, and proactive problem-solving in maintaining trust and satisfaction.

The survey also emphasised the role of independent assessments in guiding consumer choices. By publishing clear, data-driven rankings, Which? provides a benchmark for customers and encourages suppliers to improve service quality. Consumers now have increased access to comparative information, making supplier performance a tangible factor in decision-making, and prompting companies like ScottishPower to reconsider their approach. For suppliers, the challenge lies in closing gaps between perceived and actual service delivery while ensuring compliance with regulatory frameworks.

As the debate around energy affordability and provider accountability continues, the Which? findings may serve as a catalyst for industry-wide change. ScottishPower, despite its current ranking, has an opportunity to restore its reputation by investing further in support infrastructure and prioritising customer engagement initiatives. Meanwhile, leading providers such as Octopus Energy and E (Gas and Electricity) demonstrate the rewards of consistent, customer-centred strategies. The ranking reinforces the growing significance of service quality as a competitive differentiator in the UK energy market, urging all suppliers to maintain high standards or risk falling behind.

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