Our customer service and complaints performance

Find out our Citizens Advice star rating for customer service and view our complaints performance report.

Customer service

Our Citizens Advice score

How do Citizens Advice score us?

Citizens Advice compares energy suppliers across 5 different categories and ranks how good their customer service is from several reliable sources. They score each supplier out of 5 stars, and you can find out more on their website.

Scores for July - September 2023
Reporting period Fewer complaints Telephone Email Easier to contact Easier to switch Customer guarantees Overall rating
Q3 2023 1 1 3 1.80 5 5 1.84

Trustpilot

4.1 out of 5 based on 184,688 reviews

We collect and review feedback through Trustpilot, an online review community that allows our customers to tell us about their buying and service experiences.  

You can take a look at the feedback and leave a review

Complaints performance

We use feedback from complaints to improve the level of service that we can provide and prevent issues from occurring in the first place.

Our latest report is from 1st October to 31st December 2023 (Fourth quarter).

Complaints by quarter
Reporting period Complaints received Received per 100k customer accounts Complaints resolved Resolved per 100k customer accounts % resolved same or next working day % resolved within 8 weeks
Q4 2023 223,991 1765 213,991 1686 47.2% 87.4%

What happened in Q4 2023?

  • We resolved a total of 213,991 complaints in Q4, which is 1686 complaints per 100k customer accounts.
  • We saw a decreased performance in the proportion of complaints resolved on the same or next working day and an increased performance within eight weeks compared to last quarter. Resolving complaints quickly remains a key priority for us, and we are introducing new ways of working to ensure we do this.  Our continued investment in customer service includes providing further training for our people, as well as improving our processes and systems.
  • We’re working hard to reduce the number of complaints referred to the Energy Ombudsman.  It is our intention to always resolve complaints quickly, without the need for our customers to escalate issues. We received 6758 Ombudsman complaints in Quarter 4, which is 24.61% of the total complaints taken on by the Ombudsman across all suppliers.

What does the Energy Ombudsman do?

They take on complaints if we haven’t resolved them within eight weeks or if we’ve sent you a final position letter, you may choose to escalate this to the Energy Ombudsman for them to take a look.

We work closely with the Energy Ombudsman to help us understand why customers escalate their complaints to them. This helps us to improve our internal policies and procedures to reduce the need for escalation to the Energy Ombudsman or other organisation.

Top five complaint reasons
As a percentage of the total complaints received Q4 2022 Q1 2023 Q2 2023 Q3 2023 Q4 2023
Billing 23% 26% 28% 33% 31%
Metering 17% 18% 17% 13% 15%
Payments 19% 16% 17% 20% 20%
Customer Service 16% 13% 10% 25% 25%
Credit Management 4% 4% 4% 4% 4%
Previously reported complaints performance
Reporting period Complaints received Received per 100k customer accounts Complaints resolved Resolved per 100k customer accounts % resolved same or next working day % resolved within 8 weeks
Q2 2018 152,385 1,221 150,271 1,204 53.3% 91.6%
Q3 2018 180,778 1,486 176,395 1,450 59.9% 92.3%
Q4 2018 188,605 1,560 188,069 1,556 57.9% 92.4%
Q1 2019 181,622 1,524 174,047 1,460 54.7% 91.2%
Q2 2019 162,609 1,366 157,159 1,320 48.9% 90.4%
Q3 2019 145,310 1,228 137,660 1,163 41.9% 88.9%
Q4 2019 128,980 1,092 124,024 1,050 38.1% 87.7%
Q1 2020 131,949 1,130 127,794 1,095 41.7% 88.7%
Q2 2020 68,085 590 65,818 570 52.7% 87.8%
Q3 2021 154,430 1,396 134,159 1,212 63.6% 93.2%
Q4 2021 174,672 1,433 134,861 1,106 63.3% 93.0%
Q1 2022 228,397 1,846 216,571 1,750 69.4% 97.4%
Q2 2022 238,907 1,894 234,152 1,856 65.0% 91.3%
Q3 2022 252,587 2,104 226,601 1,889 64.9% 91.4%
Q4 2022 349,004 2,742 327,727 2,575 49.7% 70.9%
Q1 2023 348,218 2,748 349,721 2,748 73.8% 87.9%
Q2 2023 236,829 1786 197,066 1550 76.6% 97.6%
Q3 2023 202,192 1588 192,001 1508 52.4% 87.1%

Annual Consumer Complaint Report

View our Annual Consumer Complaint Report, which details how we’ve performed in previous years.

2019 - 2020 2020 - 2021 2021 - 2022 2022 - 2023

If you would like information on making a complaint, please refer to Complaints.

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