Extra Energy has come bottom of Citizens Advice’s Energy complaints league table for small business customers for the second quarter in a row. The ranking table which was launched in January by Citizens Advice measures how effective energy suppliers are dealing with complaints from small business customers across Great Britain.

Citizens Advice says good customer service from energy suppliers saves small businesses from wasting time on problems such as inaccurate billing or contract issues. At the top of the table, SSE delivers the best complaints handling score of 11.7 per 10,000 customers. Last quarter’s best performer E.ON takes second place – but with an improved score of 17.9 per 10,000 customers.

Extra Energy delivers the worst complaints handling performance – receiving a ratio of 1231.2 per 10,000 customers. Common problems for Extra Energy business customers included not being notified when a contract was coming to an end and subsequently rolled onto a more expensive tariffs. When this happened small businesses had problems canceling their contracts.

Citizens Advice Chief Executive, 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. Citizens Advice’s small business complaints league table can help firms build up a picture of how well energy suppliers are managing problems for their business customers. All energy suppliers must step up efforts to resolve issues quickly and satisfactorily and ensure they are delivering consistently high quality service for their small business customers.”

The small business league table ranks the performance of the 15 largest firms providing energy to 10,000 or more small non-domestic customers. These business customers are defined as those who have 10 or fewer staff or a turnover of under £1.7 million. Suppliers’ scores are calculated based on the seriousness of the complaint against them and how long it took to resolve. Firms with lower complaints ratios are better at resolving complaints than those with high scores.

October – December 2016 Rank

Supplier

October – December 2016 Ratio

July – September 2016 Ratio

1

SSE

11.7

29.0

2

E.ON Energy

17.9

21.1

3

CNG

29.5

34.2

4

Opus Energy

76.9

95.6

5

EDF Energy

81.3

68.9

6

Haven Power

97.9

111.8

7

British Gas Business

103.3

93.2

8

Utility Warehouse

115.8

59.4

9

Gazprom

155.5

110.0

10

Npower

164.0

169.2

11

Total Gas and Power

165.6

74.7

12

Scottish Power

215.8

152.3

13

Dual Energy

264.8

96.2

14

Business Energy Solutions (BES)

394.1

411.4

15

Extra Energy

1231.2

1225.4