jamieson22,

The 'star ratings' are based on provider data from Consumer Focus which look at the following areas:

Gas Supply

Electricity Supply

Billing

Transfers

Direct Selling (i.e. door-to-door)

Data source can be found at: http://www.consumerfocus.org.uk/en/content/cms/Energy_Help___Advice/Helping_Households/Supplier_performance/Supplier_performance.aspx

We then add our own scoring based on range of products, availibility, investment in vulnerable customers, CO2 and renewables.

The scoring structure we adopt is accredited by Consumer Focus.

We are aware of the discrepancy between this score and that shown by our 'Customer Reviews' but, as with most things, it is generally the case that customers are more likely to leave feedback on a bad rather than good experience.

We are working to change this and to encourage customers to leave more positive feedback where possible.

I hope this helps.