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 April to 30th June 2023 (Second quarter).


How we're doing Our top five complaints Previous complaints performance
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
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 226,996 1,786 230,920 1,817 61.6% 87.6%

What happened in Q2 2023?

  • We resolved a total of 230,920 complaints in Q2 which is 1817 complaints per 100k customer accounts.
  • We saw an decreased performance in the proportion of complaints resolved on the same or next working day and an decreased 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 8174 Ombudsman complaints in Quarter 2 , which is just 22% 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.

Back to top
Top five complaint reasons
As a percentage of the total complaints received Q4 2021 Q1 2022 Q2 2022 Q3 2022 Q4 2022 Q1 2023 Q2 2023
Billing 21% 23% 25% 23% 23% 26% 28%
Metering 19% 17% 17% 21% 17% 18% 17%
Payments 19% 16% 19% 19% 19% 16% 17%
Customer Service 10% 10% 9% 14% 16% 13% 10%
Credit Management 5% 5% 5% 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 316,432 3,378 300,462 3,207 49.3% 68.8%
Q1 2023 348,218 2,748 349,721 2,748 73.8% 87.9%
Q2 2023 226,996 1786 230,920 1817 61.6% 87.6%

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

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

Back to top