Npower 'worse than Ryanair' - energy company labelled worst for customer service

Power companies Npower and Scottish Power top list of 100 UK companies as worst for customer service. Budget Airline Ryanair comes in at third worst.

Npower Image

Consumer advice experts at Which? have ranked Npower as the worst brand for customer service out of the UK's 100 biggest brands. Securing the dubious honour of second-worst brand was Scottish Power, which fell from 62nd to 99th place.

The two energy providers have fared so badly after a rash of complaints were sparked by major billing problems that the companies have blamed on switching to new computer systems.

That is of course little comfort to customers with drastically wrong bills, or bills that entirely failed to be sent to them.

Npower told The Daily Telegraph ‘We’re determined to improve and we’re already making progress. Since this survey was carried out we’ve reduced the number of late bills by over 75pc, and the number of complaints we received by nearly 30pc. However, we know we still have a long way to go before we can reach the top spot and we’re continuing to focus all of our efforts in this area.”

Scottish Power, meanwhile, said: “This sudden drop in our position reflects the introduction of a new customer service system into our business. Although the transition has been challenging, we have recruited more than 250 additional call handling staff and we now have the longest call centre opening in the industry.

"Beyond this we have also been expanding our online services, and we are confident that customers will now start to see real service improvements coming through.”

Do you have a complaint to make against an energy company? Let Resolver help you get started

Third worst company was Ryanair, which was faced with a £750k bill for levying unfair charges earlier this year.

Worst five UK companies for customer service

(Click on a link to make a complaint about any one of these companies)

  1. NPower
  2. Scottish Power
  3. Ryanair
  4. TalkTalk
  5. SSE

Top five UK companies for customer service 

  1. First Direct
  2. Lush
  3. John Lewis
  4. Lakeland
  5. Waitrose

Who do you have an issue with?

Raise it for free via Resolver

Working with

With Resolver you can send your case to key ombudsmen and regulators including:

Furniture ombudsman Ombudsman services Financial ombudsman service C e d r Gambling commission Consumer dispute resolution ltd logo Transport focus logo

Resolver is a member of

Advice u k Justice C t s i Ombudsman association Trading standard approved

Resolver promises

We will never share your personal data with anyone without your permission - your case will go to the firm you’re complaining about and, if appropriate, to an ombudsman.

If you find something wrong with a company or our processes, tell us and we will put it right.

You can raise a complaint against Resolver via Resolver itself.

We do use cookies, but only to provide you with a better experience.