MOST customers who complain to their energy company are left dissatisfied, according to the industry regulator.
Ofgem said that not calling people back when agreed was an area requiring "critical improvement" by major energy firms.
But the report did conclude that overall satisfaction has improved since a similar survey in 2010.
ScottishPower and SSE maintained their position as having the highest customer satisfaction for handling complaints, while EDF recorded the lowest score out of the so-called big six energy suppliers.
Almost half of people (48%) were left dissatisfied at the speed by which their complaint was resolved, with more than one-third (35%) unhappy at not being called back as promised.
Audrey Gallacher, director of energy at Consumer Focus, described the overall improvement as positive but declared there was "still a long way to go".
She said: "Ofgem has outlined moves needed by suppliers and the regulator must ensure these improvements are delivered."
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