One of the UK's largest energy providers has been branded the worst in the country for customer service in a major annual consumer survey. The findings reveal a stark divide between the best and worst performers in the sector.
Big Names at the Bottom of the Rankings
Scottish Power received the lowest possible score for customer satisfaction in the latest assessment from consumer champion Which?. The energy giant found itself at the very foot of the table, with British Gas and EDF Energy only marginally above it. In a particularly damning detail, Scottish Power tied with EDF for the second-lowest score on the consumer group's overall assessment.
"While four suppliers are outshining the competition, some big firms – including Scottish Power, EDF and British Gas – are letting their customers down," stated Emily Seymour, the Energy Editor at Which?. The survey, which gauges performance across a range of customer service metrics, paints a concerning picture for several household names.
Supplier Responses and Defences
Reacting to the poor rating, a spokesperson for Scottish Power defended the company's record. They pointed to the Citizens Advice scorecard, arguing it demonstrated "sustained, high-quality delivery for our customers" and was based on a "much more robust and transparent methodology" than the Which? survey. The spokesperson added, "We will continue to work tirelessly every day to deliver fast, efficient and helpful support to our customers."
British Gas, which also featured near the bottom of the rankings, acknowledged room for improvement. In a statement issued after the study's completion on 19 January 2026, the company said, "We know there is always more to do and are continually looking at ways to make further improvements for our customers."
The Top Performers and Industry Standouts
In contrast to the struggles of the larger firms, the survey highlighted several suppliers excelling in customer service. Octopus Energy, which is now the UK's biggest energy supplier, achieved second place overall. Notably, it was named a Which? Recommended Provider for the ninth consecutive year.
Greg Jackson, founder and CEO of Octopus Energy, linked the consistent success directly to customer focus. "Octopus was first recommended by Which? nine years ago when we had just 50,000 customers," he said. "Despite growing 160 times bigger over the last nine years, we’re still Which? recommended, and have been every year. This isn’t about scale – it’s about consistently focusing on our customers to deliver value, service and innovation."
Which? awarded its coveted recommended provider status to four companies in total:
- Octopus Energy
- E (Gas and Electricity)
- 100Green
- Sainsbury’s Energy
The annual study serves as a critical benchmark for consumers navigating the energy market, emphasising that company size does not necessarily correlate with service quality.
