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 2021 (Fourth 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 2020 | 120,040 | 1,039 | 109,000 | 944 | 51.4% | 92.3% |
| Q1 2021 | 130,482 | 1,135 | 124,758 | 1,085 | 63.1% | 92.9% |
| Q2 2021 | 142,037 | 1,252 | 132,858 | 1,171 | 63.8% | 93.3% |
| 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% |
What happened in Q4 2021?
- We resolved a total of 134,861 complaints in Q4 which is 1,106 complaints per 100k customer accounts.
- We saw a consistent performance in the proportion of complaints resolved on the same or next working day and a consistent 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 Ombudsman Service. It is our intention to always resolve complaints quickly, without the need for our customers to escalate issues. We received 2,148 Ombudsman complaints in Quarter 4, which is just 13.6% 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.
| As a percentage of the total complaints received | Q2 2020 | Q3 2020 | Q4 2020 | Q1 2021 | Q2 2021 | Q3 2021 | Q4 2021 |
|---|---|---|---|---|---|---|---|
| Billing | 28% | 24% | 23% | 24% | 23% | 21% | 21% |
| Metering | 8% | 14% | 16% | 17% | 19% | 21% | 19% |
| Payments | 23% | 21% | 20% | 18% | 18% | 19% | 19% |
| Customer Service | 9% | 12% | 11% | 10% | 10% | 9% | 10% |
| Credit Management | 9% | 9% | 8% | 8% | 8% | 7% | 5% |
| 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 2020 | 105,651 | 926 | 94,098 | 825 | 56.3% | 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 2020 to 30th September 2021 this figure was 543,560.
If you would like information on making a complaint, please refer to Complaints.