THE UK’s biggest energy firms have been ranked from best to worst for customer service.

Charity Citizens Advice’s latest league table has revealed that ratings across the energy industry are showing “sluggish improvement”.

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Fresh analysis from the consumer champion has seen EDF and Utilita named as the two worst suppliers for customer service.

They were followed by Rebel Energy and Octopus Energy.

At the other end of the scale, smaller firms like Ecotricity and Utility Warehouse claimed first and second place respectively.

They were then followed by E (gas and electricity) and Outfox the Market.

The league table rated customer service between April to June this year.

The average rating is now 3.07, which is a rise of almost 13% since the start of 2024 and a return to levels seen before the energy crisis.

However, the charity has warned more needs to be done as three in five customers are served by suppliers which score below average in the league table.

The news today comes after energy regulator Ofgem recently challenged suppliers to improve customer service, amid complaints about billing problems.

It also said the sector was found to be lagging behind others with higher customer satisfaction, such as banking.

Citizens Advice says “people deserve better” from their energy supplier and is renewing its call for a Consumer Duty.

This involves a new set of rules to give Ofgem stronger powers to hold companies to account and “set a higher bar” for customer service in the energy industry.

The charity says it’s already helping record numbers who have fallen behind on bills.

Recent research shows one in four people are so worried about increases in energy costs that they say they’ll be forced to turn off their heating and hot water this winter.

It also found that 5million people are currently living in households in debt to their supplier.

Energy companies are responsible for providing support, like affordable payment plans, to people who can’t afford their bills.

The charity is encouraging people to get in touch with their supplier if they need help.

It is also urging firms to continue upping their game so people can access the support they need this winter.

The report comes ahead of the October price cap rise which kicks in on the 1st.

The new price cap will see the average bill rise for around 28million households to £1,717 from £1,568 a year – an increase of 10%, or £149.

Overall, Citizens Advice found energy companies performed better in their ability to resolve customer complaints and call wait times have also continued to improve.

Dame Clare Moriarty, chief executive of Citizens Advice, said: “We’re bracing ourselves for another challenging winter. Whilst suppliers’ customer service improved in the spring, firms need to continue upping their game to ensure people can access support in the colder months.

“With energy debt at a record high and the removal of previous support packages, the government must also urgently introduce targeted bill support that reflects the realities of people’s energy needs.”

Responding to Citizen Advice’s report, Ofgem says it has been “working hard” with the sector.

An Ofgem spokesperson said: “Energy consumers deserve an easy and reliable service from their supplier.

“We’ve been working hard with the sector to drive up standards and create a more customer-centric energy future.

“This includes strengthening our procedures to take firmer action against suppliers when things go wrong and toughening up the rules around customer bills for greater accuracy.”

The regulator added that it’s clear the work of the government, regulator, consumer groups and firm is starting to make a difference.

Adding: “But there is lots more work to be done to ensure exceptional customer service is the norm across the board and the energy sector is among the best sectors for how customers are treated.

“We will use all the powers at our disposal to get there.”

Where does your energy firm rank?

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Citizens Advice has scored suppliers out of five on customer service categories including call wait times, how long it takes to get an email reply and accuracy of energy bills.

Utilita came 15th in the ranking with a 1.86 rating for April to June – it also only scored 1.5 stars out of five.

In 14th place is EDF, with a rating of 2.41 and just two stars.

Rebel Energy received a 2.68 rating – putting it in third to last position. It received 2.5 stars.

Utilita, EDF, and Rebel Energy have all been contacted for comment.

At the other end, Ecotricity secured the top spot with a 3.77 rating and 3.5 stars.

This is the same rating it received in the months between January to March.

In second place came Utility Warehouse with three stars and a 3.42 rating.

The third position went to E (Gas and Electricity) also with a rating of 3.42 and three stars.

How do I complain about my energy supplier?

Similar to financial services firms, energy companies have to have a complaints procedure for customers to follow.

When you make a complaint, make sure you follow this so they have the information they need to resolve the issue.

Simply explain what the problem is and what you want your supplier to do about it.

Check your energy supplier’s website for an explanation of how to launch a complaint.

Energy suppliers have eight weeks to respond and come to a decision.

If it doesn’t or you’re not happy with the response, you can take the firm to the Energy Ombudsman.

The Energy Ombudsman may be able to help if you have a complaint about an energy or communications provider.

Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it.

You must also have received a so-called deadlock letter, where the provider refers your complaint to the Energy Ombudsman.

You can also complain if you haven’t had a satisfactory solution to your problem within eight weeks.

The Energy Ombudsman then bases its decision on the evidence you and the company submit.

If you choose to accept its decision, your supplier then has 28 days to comply.

The Ombudsman’s decisions are binding on the energy company.

If your supplier refuses to follow the instruction, the Ombudsman may get in touch with Ofgem to remedy the situation – but there’s no set period for escalating issues to the regulator and it’s not up to the customer.

If an individual chooses not to accept the Ombudsman’s final decision, they lose the right to the resolution offer.

Customers still have the right to take their complaints further through the courts.

But remember this can be a costly and lengthy exercise, so it’s worth thinking carefully before taking this step.

Do you have a money problem that needs sorting? Get in touch by emailing money-sm@news.co.uk.

Plus, you can join our Sun Money Chats and Tips Facebook group to share your tips and stories

A BRIT OAP was refused access to his own bank account and was “treated like a criminal” before being turned away from a Halifax branch.

David Drew, 90, was left outraged after he was told he couldn’t see the local branch manager.

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The retired shipping and cruise line worker feared he would not be able to pay his £5,600 monthly fees for his care home in Southampton, Hants.

Mr Drew has two savings accounts with the bank which have remained untouched for 30 years and left him with a substantial sum of money.

Having emptied his other accounts at other banks including Barclays, to pay for his place at Oak Lodge Care Home, he eventually had to dip into these savings.

Without having had any issues anywhere else, Mr Drew was shocked to learn he could not access his Halifax funds due to his passport and driving licence being out of date.

Speaking after the ordeal, he said: “It’s security gone mad.
“I’ve worked for 48 years of my life and I feel like I’ve done my bit.

“But now I feel like I’m being treated like a criminal when I haven’t done anything wrong.

“I don’t get out too much as I’ve not been very well and I don’t see the need in having to update my passport when I’m never going to use it again.

“The whole thing has been very stressful.”

Attending with a carer, he asked to see a manager but was told there were none available.

Despite being assured they would call him back, they did not pick up the phone for days – leaving him stressed.

He continued: “It was nearly two weeks, and I didn’t hear anything, I think it’s really poor and I’ve been disappointed by their whole attitude.

“I’d have liked them to be a bit more understanding and to help me.

“I offered them the opportunity to phone the care home to get my identification verified but they just didn’t seem interested.

“I think I can just about make my payment for next month but then I don’t know where the money is going to come from.”

Halifax has now admitted they “didn’t get this right” and since moved his savings into his current account and agreed to pay him compensation for his troubles.

The bank even apologised to the pensioner

A spokesperson said: “We’re sorry we didn’t get this right when he first contacted us and will be making a payment in recognition of this.”

What should you do if your account is closed?

It’s important to try to find out if there are any problems that might have triggered the closure.

For example, it might be that crooks have stolen your identity and applied for loans in your name.

Start by running a free credit check through a service like moneysavingexpert.com’s Credit Club, Credit Karma or Clearscore.

It’s best to try all three if you’re concerned in order to cover the three main credit agencies that keep records of your financial dealings.

The reports should help you spot if there are any accounts that you don’t recognise.

If you’re worried that your account might have been flagged as suspicious, you can also apply to two fraud-fighting organisations — Cifas and National Hunter – to find out what information they hold on you.

When you write, say that you would like to make a “subject access request”.

If you’re not happy with the way your bank has treated you, make a complaint.

After eight weeks, if the bank doesn’t respond or if you’re not satisfied, you can take your complaint to the Financial Ombudsman Service (FOS) for free.

If the FOS agrees that you’ve been treated unfairly and you can prove that you have lost out financially as a result, you might be able to get compensation.

A GREAT-gran who sold an original Marilyn Monroe dress for £25 to pay bills was shocked to learn it’s now worth £200,000.

Pam Harrison won the show-stopping sequinned corset when she was 15 after her mum entered her into a newspaper competition.

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The green-and-black garment had been worn by the US star in 1956 romcom Bus Stop.

Marilyn even wrote to Pam to congratulate her.

But she sold the outfit for £25 in 1962, months before Marilyn died of an overdose at 36.

Pam, now 83, of Birmingham, recently discovered it was valued at £200,000 by an auction house in LA.

She said: “I could have made a fortune, but it wasn’t to be. I’ve had a happier life than Marilyn ever had. I’ve no regrets.”

Marilyn played saloon singer Chérie in Bus Stop and promo posters featured her in the dress.

Pam looked so good in it that she was approached to be a model — but her parents turned down the offer.

Four years later she and late husband Norman needed cash to keep their children fed and warm.

Pam added: “I said, ‘Let’s see if the dress can help’.

“The buyers had a shop and asked if could I lend them a telegram from Marilyn for the window.

“All I would’ve liked was for them to have returned the telegram.”

FANS have spotted a closing down sale at a local shoe shop – yet another outlet to shut up shop in the “ghost town”.

The Shoezone branch in Burgess Hill, West Sussex – one of 330 nationwide – was pictured with large “Closing Down Soon” banners.

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The pictures were posted on the local Facebook page Burgess Hill Uncovered.

The caption read: “Shoe Zone are not renewing their lease at Market Place Shopping Centre, therefore the store will be closing in the near future. Sorry to hear this for the staff.

“How long do you think it’ll take the agent to fill the unit (if at all!) and what would you like to see come into the centre in its place?”

The post was met with a flurry of 162 comments, with many locals complaining about the number of recent closures in the area.

One wrote: “What a surprise, another one going… just keeps getting worse and worse…”

Another added: “It’s shocking the town is ruined.”

A third commented: “Everything is going to closed in burgess hill it looks like a ghost town.”

One commenter simply pasted the lyrics of the Queen song Another One Bites The Dust.

Others noted that there will be a scarcity of shoe shops in the area following the closure, which is set to take place in March.

One wrote: “Nowhere now in BH to buy a pair of shoes.”

Another said: “That’s really sad… And there isn’t one nearby either…. Probably Crawley will be the nearest one now.”

The news comes following a series of Shoezone closures over the last two years.

The high street chain closed 13 branches last year – including another in Sussex.

This year, it has closed its Watford branch and announced several other closures – including in Stoke-on-Trent and Inverness, Scotland.

High streets across the UK have suffered from decline over the past decade.

Since 2018, 6,000 retail outlets have brought down the shutters, according to the British Retail Consortium.

The trade association’s chief executive Helen Dickinson OBE blamed the closures on “crippling” business rates and the impact of coronavirus lockdowns.

SHOPPERS are racing to Home Bargains to grab “amazing” slippers for kids selling for a dirt-cheap price.

A thrifty buyer shared her steal deal with a bargain-hunting Facebook group, claiming the identical clos are sold for £10 on the internet.

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Home Bargain is selling kids’ clog slippers with fur lining for just £3.

Savvy parents are clearing the shelves of the retailer to buy pairs of the footwar for their tods after spotting the bargain deal.

Posting a picture of the proud discovery on the popular Facebook page Extreme Couponing and Bargains, the savvy customer wrote: “Selling just for £3 at Home Bargains.

“Identical to the ones that sell for £10 online.”

The post wracked up hundreds of likes and comments with many group members tagging pals to talk about the superb deal.

One user said: “I need to get these amazing pairs as soon as possible.”

While another said: “How cute are these.”

A third wrote: “Going tomorrow first thing in the morning to grab these.”

Do bear in mind that when prices are reduced by this much it’s usually in order for stores to clear excess stock, so availability will vary from store to store.

It’s always best to phone ahead to your local shop to check what they have available to avoid disappointment.

You can find your nearest Home Bargains store using the locator tool on the website.

It always pays to compare prices so you know you’re getting the best deal.

Prices can also vary day to day and by what deals are on at the time, plus remember you might pay for delivery if you’re ordering online.

You can compare prices on platforms like Google Shopping.

How to save money at Home Bargains

Knowing when to pick up products is one way to save money at Home Bargains.

Visiting your local branch at the right time of day, week and year can help you pick up bargains from as little as 69p.

We spoke to Tom Church, a shopping expert who reveals the best times to visit the store to bag a bargain.

Also join any shopper bargain Facebook groups such as Extreme Couponing and Bargains, as people love to share the news when they have bagged a cheap deal.

Be sure to look out for seasonal stock too, like most retailers, Home Bargains shashes its prices after big public holidays such as Christmas and Easter.

CRIMINAL prosecutions for failing to pay the BBC licence fee could be scrapped by Labour.

Culture Secretary Lisa Nandy is understood to be “concerned” by the disproportionate number of women being punished.

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And there is agreement between Ms Nandy and Justice Secretary Shabana Mahmood that taxpayers should not have to fork out for the “administrative burden”.

Almost 1,000 Brits are prosecuted every week for ignoring the £169.50 annual fee.

Seventy per cent are women.

They are more likely to be poorly paid, coping with single families or taking charge of household bills — and also more likely to be at home when investigators call.

But last night an insider said prosecutions will continue until at least 2027, when the BBC’s Royal Charter is due for renewal.

Ministers will then meet Beeb bosses to “explore options” for new funding models.

These are set to include decriminalisation.

Last year half a million people stopped paying as they opted for US-based subscription services instead.

At the same time former Culture Secretary Lucy Frazer branded criminal prosecutions “morally indefensible in modern times”.

A TV Licensing spokesman said: “We have a duty to enforce the law.

“But we have made considerable efforts to help people get licensed and offer help and support.

“Our focus on collecting the licence fee fairly and efficiently.”