How we’re doing with your energy complaints

We strive to give you excellent service which is why we take every complaint seriously. 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 2019 (fourth quarter).

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

How we're doing

Q4 2018

Reporting period

Q4 2018

Complaints received

188,605

Received per 100k customer accounts

1,560

Complaints resolved

188,069

Resolved per 100k customer accounts

1,556

% resolved same or next working day

57.9%

% resolved within 8 weeks

92.4%

Q1 2019

Reporting period

Q1 2019

Complaints received

181,622

Received per 100k customer accounts

1,524

Complaints resolved

174,047

Resolved per 100k customer accounts

1,460

% resolved same or next working day

54.7%

% resolved within 8 weeks

91.2%

Q2 2019

Reporting period

Q2 2019

Complaints received

162,609

Received per 100k customer accounts

1,366

Complaints resolved

157,159

Resolved per 100k customer accounts

1,320

% resolved same or next working day

48.9%

% resolved within 8 weeks

90.4%

Q3 2019

Reporting period

Q3 2019

Complaints received

145,310

Received per 100k customer accounts

1,228

Complaints resolved

137,660

Resolved per 100k customer accounts

1,163

% resolved same or next working day

41.9%

% resolved within 8 weeks

88.9%

Q4 2019

Reporting period

Q4 2019

Complaints received

128,980

Received per 100k customer accounts

1,092

Complaints resolved

124,024

Resolved per 100k customer accounts

1,050

% resolved same or next working day

38.1%

% resolved within 8 weeks

87.7%

What happened in Q4 2019?

  • We resolved a total of 124,024 complaints in Q4 which is 1,050 complaints per 100k customer accounts.
  • We saw a decrease in the proportion of complaints resolved on the same or next working day and a decrease 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 Ombudsman Service. It is our intention to always resolve complaints quickly, without the need for our customers to escalate issues. We received 1,717 Ombudsman complaints in Quarter 4, which is just 12.9% of the total complaints taken on by the Ombudsman across all suppliers.

What does the 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 Ombudsman for them to take a look.

We work closely with the 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 Ombudsman or other organisation.

Top five complaint reasons

Billing

As a percentage of the total complaints received

Q4 2018

18%

Q1 2019

20%

Q2 2019

21%

Q3 2019

22%

Q4 2019

21%

Payments

As a percentage of the total complaints received

Q4 2018

25%

Q1 2019

21%

Q2 2019

22%

Q3 2019

22%

Q4 2019

21%

Metering

As a percentage of the total complaints received

Q4 2018

14%

Q1 2019

14%

Q2 2019

13%

Q3 2019

12%

Q4 2019

15%

Customer Service

As a percentage of the total complaints received

Q4 2018

15%

Q1 2019

16%

Q2 2019

16%

Q3 2019

13%

Q4 2019

13%

Communication

As a percentage of the total complaints received

Q4 2018

6%

Q1 2019

6%

Q2 2019

6%

Q3 2019

8%

Q4 2019

7%

Previously reported complaints performance

Q2 2017

Reporting period

Q2 2017

Complaints received

192,399

Received per 100k customer accounts

1,393

Complaints resolved

193,147

Resolved per 100k customer accounts

1,399

% resolved same or next working day

50.4%

% resolved within 8 weeks

89.8%

Q3 2017

Reporting period

Q3 2017

Complaints received

173,350

Received per 100k customer accounts

1,304

Complaints resolved

176,437

Resolved per 100k customer accounts

1,327

% resolved same or next working day

51.3%

% resolved within 8 weeks

89.3%

Q4 2017

Reporting period

Q4 2017

Complaints received

135,230

Received per 100k customer accounts

1,050

Complaints resolved

140,418

Resolved per 100k customer accounts

1,091

% resolved same or next working day

48.0%

% resolved within 8 weeks

89.6%

Q1 2018

Reporting period

Q1 2018

Complaints received

112,208

Received per 100k customer accounts

883

Complaints resolved

108,427

Resolved per 100k customer accounts

853

% resolved same or next working day

51.3%

% resolved within 8 weeks

90.3%

Q2 2018

Reporting period

Q2 2018

Complaints received

152,385

Received per 100k customer accounts

1,221

Complaints resolved

150,271

Resolved per 100k customer accounts

1,204

% resolved same or next working day

53.3%

% resolved within 8 weeks

91.6%

Q3 2018

Reporting period

Q3 2018

Complaints received

180,778

Received per 100k customer accounts

1,486

Complaints resolved

176,395

Resolved per 100k customer accounts

1,450

% resolved same or next working day

59.9%

% resolved within 8 weeks

92.3%

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 2018 to 30th September 2019 this figure was 337,180.

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

[1] Sainsbury's Energy was supplied in partnership with British Gas (part of British Gas Trading Limited) until April 2019.