One of the biggest reasons for Npower’s downfall is its plummeting customer reviews. We give you the latest Npower reviews, which reveal the supplier’s weakest points. Find out here how Npower has been reviewed, rated and ranked by the masses.
Pros
- Ranked in the top half of UK suppliers in the most recent Which? survey.
- Customers surveyed by Which? gave its customer service team 3/5 stars.
- Rated 3/5 stars for bill accuracy by Which? in most recent survey.
Cons
- Rated just 1/5 stars for value for money according to Which?'s latest survey.
- Awful reviews from customers on Trustpilot, scoring an average of 1.2/5 stars from almost 3,000 ratings.
- Rated 2/5 stars by Which? in the categories of bill clarity and complaints handling.
Npower Reviews: An Overview
We investigated Npower reviews and ratings published on two of the biggest customer review websites: Trustpilot and Which?. Overall, of the 2,835 reviews published, 93% of customers rated Npower’s service as “poor” while only 3% rated them “excellent”. The latest Which? survey gave them a more favourable score of 54% although Npower still came last in the list of 25 suppliers ranked.
We’ve pooled the most common themes that have been the subject of most complaints made about Npower. Everything from prices and billing to account management is covered, so you can get a good idea of what Npower is doing well and where it’s failing.
đź“žNpower Customer Service
Npower has an extensive contact page to help customers and non-customers alike to get in touch with them if they have a query. But do their contact channels lead to a satisfactory response? 23.99% of complaints to Npower were due to customer service as stated on their own website. Many Npower reviews left by customers cited poor customer service as the source of their furore. While it may be easy to call Npower, it’s not so easy to get a response. Customers often left messages requesting a callback but never had their calls returned.
Similarly, customers wanting to make some basic changes to their account details were left hanging in the air without their request being implemented until much later on.
It’s worth noting that most of the one-star Npower reviews left by disgruntled customers touched upon its ailing customer service. The highest rating we saw for its phone and online customer service was just two stars.
It can be incredibly frustrating to be left on hold and transferred from one department to another. See our Npower Contact guide to ensure you go through the right channel to get your query sorted.
đź’¸Tariffs and Prices
Npower certainly talks the talk when it comes to offering a plethora of tariffs and rates. We’ve listed them all for you in our Npower Tariffs guide. The latest published reviews revealed that most customers rated Npower as offering poor value for money. It got a paltry 2 / 5 stars for this category, as did its Big Five cousin British Gas. In fact, 58% of ex-customers said that this was among their top three reasons for switching to another supplier.
Npower reviews published on Trustpilot certainly confirmed this trend. The most common complaint was the big discrepancy between the figures they got from Npower’s online quote, on which they based their decision to switch, and what they were actually billed.
It appears that while Npower’s tariff page may be tantalising, expectations don’t live up to reality once the customer has signed up and receives their bill.


High energy bills? Call Selectra — Find out if you could pay less.
Our Energy Team can sign you up to one of our partners’ tariffs fast.
There are no modals for this token There are no modals for this token There are no modals for this token There are no modals for this token [callback:modal_general]


High energy bills? Call Selectra — Find out if you could pay less.
Selectra is currently closed. You can leave your phone number and get a free callback.
🧾Bills and Account Management
According to its website, 44.72% of complaints from customers were based on billing and meter reading. Npower reviews from customers who voiced their qualms on Trustpilot often quoted incorrect billing as the source of their gripe. This tallies well with the Which? survey, which gave Npower a miserable 3/ 5 stars for bill accuracy and bill clarity.
To sum up, the most frequent complaints were centred on the following issues concerning billing and account management:
- Final bills well in excess of customer’s average payments when they want to move house.
- Estimated billing despite customers having a smart meter or having submitted regular meter readings.
- Long delays in making changes to customers’ account details.
📢Complaint handling
Between 1 October 2019 and 30 September 2020, Npower received 103,114 complaints from residential customers which could not be resolved on the same day or next working day after receipt. This represented around 2% of all customer contacts received during that period.
You would be forgiven for assuming that Npower’s complaints handling wasn’t always as bad as it is now. The reality is that the supplier has a long history of underperformance in this area. In 2011, Ofgem found that Npower failed to record all the required details of complaints it received. This constituted a breach of the CHSR. As a result of Npower’s failures, Ofgem found that “Npower did not receive, handle and process complaints in an efficient and timely manner…” For this breach, Npower got more than just a slap on the wrist - it was handed a financial penalty of £2 million.
Complaints FAQs
How do I make a complaint to Npower?
Npower is closing and its complaints are now handled by EON Next. If you need to file a Npower complaint, the easiest way to do so is by contacting EON Next on 0808 501 5200 or via email at [email protected]. EON Next will aim to solve the issue as soon as possible.
I am unhappy with the way Npower resolved my complaint - is there anyone else I can contact?
If you are still unsatisfied with the resolution, you can then request a “deadlock letter” from EON Next. This letter serves as written confirmation that EON Next was unable to resolve the issue. You can then refer your complaint to the Energy Ombudsman. If the provider declines to issue you a deadlock letter, you can still refer the complaint to the Energy Ombudsman after eight weeks have passed since you first raised the complaint.