More energy customers were satisfied than dissatisfied with how their supplier handled a complaint, and with the length of the formal complaints process, for the first time since the survey began in 2018.
The survey, run by BMG Research for Ofgem and Citizens Advice, is based on 3,790 interviews with a representative sample of energy bill payers across Great Britain, carrying a maximum confidence interval of plus or minus 1.59%1. Of those, 3,068 took part through online interview panels, 202 through online river sampling, 220 digitally excluded consumers were interviewed face to face, and 300 boost interviews covered prepayment meter and standard credit customers1.
Complaint levels were unchanged, with 3% of all respondents reporting they had made a complaint, but Ofgem records "a positive movement in satisfaction with how complaints are handled and the time taken for complaints to be resolved"1. Overall satisfaction with suppliers rose for the fifth consecutive wave to 82%, up from 81% in January 2025 and the highest level recorded since tracking began in 2018, while customer service satisfaction reached 76% from 74%1. Satisfaction with the ease of understanding a bill rose to 85% from 82%, and with bill accuracy to 82% from 80%1.
"For the first time, more were satisfied than dissatisfied with complaint handling and process length"
Contact with suppliers also improved. Ease of contacting a supplier reached its highest recorded level at 77%, with 42% finding it very easy compared with 39% in January 2025, and use of live chat rose to 16% from 12%1. Around half of customers who made contact, 48%, still reported at least one difficulty, most commonly delays between responses at 18% and long wait times at 15%1.
| Measure | January 2025 | July/August 2025 |
|---|---|---|
| Overall satisfaction | 81% | 82% |
| Customer service satisfaction | 74% | 76% |
| Ease of understanding bill | 82% | 85% |
| Bill accuracy | 80% | 82% |
| Ease of contacting supplier | Not given | 77% |
| Smart meter ownership | 68% | 71% |
Self-reported smart meter ownership rose to 71% from 68%, and satisfaction among smart meter owners reached 86% from 83%, though 36% of customers reported at least one smart meter issue in the past six months1. Ofgem notes that this question previously asked about issues in the last three months, and was changed in July/August 2025 to ask about the last six months1.
Why it matters for households
Complaints handling is the point at which a household's energy independence is most exposed, because a disputed bill, an unresolved meter fault or a wrongly applied payment can leave a home paying for something it has not received, or unable to move supplier cleanly. The survey indicates that the formal route now leaves more customers satisfied than not, which is a change from every previous wave since 20181. The wider figures show the same direction of travel: bills are easier to understand and more often seen as accurate, and contacting a supplier is easier than at any point recorded1.
The survey also shows where pressure remains. The share of customers owing money or running out of credit was unchanged at 10%, and Ofgem states that its own debt and arrears data show the average level of debt increasing over time1. Contact about help paying bills after falling behind or running out of credit rose to 78% from 69%, with supplier-initiated contact up to 20% from 14%1. Satisfaction among those receiving bill support improved, with 43% very satisfied, up from 34%1. Ofgem reports a 17 percentage point satisfaction gap between customers classified as doing well at 88% and those highly financially vulnerable at 71%1. The Energy Complaints and Redress: Ombudsman, Citizens Advice and Ofgem guide sets out the routes available when a supplier complaint is not resolved, and the wider regulation and policy hub covers how Ofgem's rules are set and enforced.
What happens next
In November 2025 Ofgem published a call for input on a set of proposed Consumer Outcomes, which it says will set clear expectations for the outcomes consumers should experience and ensure its rules protect consumers while supporting competition and innovation1. The next wave of the survey is due to take place in early 20261.