We take every complaint seriously because we want to give you excellent service.

So we’re working hard to understand where we are going wrong and resolve the issues driving complaints.

Our latest report is for the second quarter of 2016 (1st April to 30th June 2016)

The complaints we’ve included for that time are from our residential customers, as well as the customers we have through our partnership brand Sainsbury’s Energy.[1]


What you’ll find here

How we’re doing

Our top five complaints

How we're doing

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 2015 367,926
2,507 369,552
2,519 70.4%
92.8%
Q3 2015 313,290
2,141 311,265
2,127
67.8%
91.9%
Q4 2015
250,751
1,714 251,630
1,720
57.2%
90.9%
Q1 2016 269,061
1,866 265,360
1,840
56.5% 91.4%
Q2 2016 225,236 1,574 227,489 1,590 51.8% 90.3%

How we're performing

Top five complaint reasons and plans to address

Top five complaint reasons

As a percentage of the total complaints received Q2 2015 Q3 2015 Q4 2015 Q1 2015
Q2 2016
Payments 23% 23% 23% 26% 25%
Billing
25% 20% 17% 17% 20%
Customer Service 14% 15% 14% 14% 12%
Metering
9% 11% 14% 13% 11%
Communication
7% 7% 7%
7%
7%

Payments

Lots of things affect how many complaints we get about payments like seasonality, tariff changes, and how we explain payment plans. So we’re doing everything we can to make things simpler.

What we’ve done:

  • We’ve started contacting some customers with a  higher than expected increase to their monthly instalments to perform a health check on their account.
  • We’ve written a clearer payment plan letter which explains why some customers’ payments are changing.
  • We’ve given the people who speak to our customers day-to-day more information on how our payment schemes work. That way our customers have the help they need when they’re talking about their accounts with us.


What we’re doing:

  • We’re reviewing  all of the letters we send to customers about their payment plans to make it  simpler to understand.
  • We continue to review more than two million payment plans each quarter to make sure our customers are paying the right amount for the energy they’re using.

Billing

We’re always working on understanding why our customers complain about billing issues, so we can figure out how to fix them. 

What we’ve done:

  • We’ve made improvements to make sure we bill as many customers as possible to accurate readings and have improved the quality of our smart metered bills.
  • We’ve improved the process  when customers text in their meter readings so that the customer can pay for the energy they use.


What we’re doing:

  • We’re starting a programme to transform our billing processes and the experience for our smart meter customers.
  • We’re exploring improvements to our current bills and undertaking a trial in the autumn to test a simpler customer bill.

Customer Service

Focusing on initiatives to ensure we get things right for our customers first time continues to be a priority for us.

What we’ve done:

  • We’ve ensured we’ve been there for our customers whose fixed tariffs have come to an end so they can have the right advice and get the best tariff for them.
  • We’re asking our customers who’ve complained for feedback so we can improve how we handle complaints.
  • We’re reviewing complaints to understand whether there are any further improvements we can make in order to promptly resolve our customers’ complaints.


What we’re doing:

  • We’re reviewing how we obtain customer feedback and making improvements so it’s easier for our customers to tell us what we’ve done well and what we need to improve upon.
  • We’re continuing to roll out a training programme to our people to support them in having more effective conversations with our customers so we can identify any problems and put them right as soon as possible.
  • We’re continuing to test a new way of working to make sure the right people, with the right knowledge deal with our complaints so we can fix things for our customers as quickly as possible.

Metering

We always do our best to fix problems to do with our meters.

What we’ve done:

  • We’re contacting customers who’ve had a poor experience with their smart meter to help improve their understanding of smart meters and how they can benefit from them.
  • We’re working to reduce the amount of days it takes us to fully resolve a customer complaint.


What we’re doing:

  • We’re proactively contacting customers that don’t have a working smart meter to ensure they get the benefits of having one, such as seeing how much energy they’re using in pounds and pence.
  • We’re continuing to review our reschedule processes and improving the way we help customers whose appointment we need to amend.

 

Communication

Communicating well with our customers is really important to us.

What we’ve done:

  • We’ve written to customers who are coming off a fixed tariff to ensure they have all the information they need to make the right choices about their future tariff.
  • We’re looking over all the correspondence we send our customers to make sure it’s simple and clear.


What we’re doing:

  • We’re working to improve the experience customers have with us when they visit our website.
  • We’re reviewing how we receive and respond  to emails from customers to improve  this process.  
  • We’re continuing to test new ways of getting in touch with customers who have complaints including SMS text where we need to speak to them so we can resolve their issue as quickly as possible.

Annual Consumer Complaint Report

View our Annual Consumer Complaint Report, which details how we’ve performed in relation to the number of complaints we weren’t able to resolve on the same, or next working day.

For the reporting period 1st October 2014 to 30th September 2015 this figure was 417,580.

[1] Sainsbury's Energy is supplied in partnership with British Gas (part of British Gas Trading Limited).

Complaints
received

Received per
100k customer accounts

Complaints
resolved

Resolved per
100k customer accounts

% resolved
same or next working day

% resolved
within 8 weeks

Q1 2012 437,124 2,778 435,779 2,770 79.4% 95.7%
Q2 2012 352,882 2,249 356,262 2,271 78.3% 96.5%
Q3 2012 323,191 2,064 322,869 2,062 79.0% 95.3%
Q4 2012
355,998 2,285 359,494 2,308 79.2% 96.3%
Q1 2013 357,887 2,295 354,456 2,273 78.7% 95.9%
Q2 2013 264,928 1,696 264,186 1,691 72.1% 93.9%
Q3 2013 247,000 1,582 244,819 1,568 71.6% 93.8%
Q4 2013 365,735 2,412 363, 511 2,397 75.9% 96.3%
Q1 2014 462,334 3,084 461,421 3,078 79.5% 96.2%
Q2 2014 426,517 2,844 428,992 2,860
78.4% 95.6%
Q3 2014 405,556 2,725 403,809 2,713 77.3% 94.3%
Q4 2014 419,999 2,851 422,609 2,869 75.3% 94.0%
Q1 2015 446,766 3,051 439,796 3,003 75.1% 94.5%
Q2 2015 367,926 2,507 369,552 2,519 70.4% 92.8%
Q3 2015 313,290 2,141
311,265 2,127
67.8%
91.9%
Q4 2015
250,751 1,714 251,630 1,720 57.2% 90.9%

Q1 2016

269,061 1,866 265,360 1,840 56.5% 91.4%