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 2021 (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
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%
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%

What happened in Q2 2021?

  • We resolved a total of 132,858 complaints in Q2 which is 1,171 complaints per 100k customer accounts.
  • We saw an increase in the proportion of complaints resolved on the same or next working day and a slight improvement within eight weeks performance 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 2,329 Ombudsman complaints in Quarter 2, 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.

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Top five complaint reasons
As a percentage of the total complaints received Q1 2020 Q2 2020 Q3 2020 Q4 2020 Q1 2021 Q2 2021
Billing 22% 28% 24% 23% 24% 23%
Metering 16% 8% 14% 16% 17% 19%
Payments 20% 23% 21% 20% 18% 18%
Customer Service 13% 9% 12% 11% 10% 10%
Credit Management 7% 9% 9% 8% 8% 8%
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%

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 2019 to 30th September 2020 this figure was 434,665.

2018 - 2019 2019 - 2020

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

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