Our customer service and complaints performance

Customer service

Our Citizens Advice score

How do Citizens Advice score us?

Citizens Advice compares energy suppliers across 5 different categories and ranks how good their customer service is from several reliable sources. They score each supplier out of 5 stars, and you can find out more on their website.

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 2025 (Fourth quarter). 

What happened in Q4 2025?

• During quarter 4 we have received a total of 146,341 complaints, which was 6779 or 4.43% less than in the previous quarter. However, throughout 2025 so far, we have received 596,931 which is a 20.75% reduction compared to the same period in 2024.
• We continue to work 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 6,837 Ombudsman complaints in Quarter 4. This is 474 complaints more than the volume received in Quarter 3. 

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.

We continuously strive to deliver ‘right first time’ service for our customers and do not want you to feel it necessary to complain to get any issue resolved. However, any complaint is a great source of feedback and opportunity for us to improve, we use the insight from the complaints we receive to learn and improve how we do things in the future. Here are some of the things that we have been focusing on recently to improve customer experience.

Billing

• We focus on delivering quality service to our customers, ensuring they are billed accurately and in a timely manner as well as making sure our teams are equipped with the right tools to be able to support and help customers through to a swift resolution when they contact.

Payments

• We're improving our refund processes to ensure customers receive their money back more quickly when they've been paying too much.

Metering

• We continue to invest in Smart meters, providing meters to those who want them as well as fixing issues with existing meters or the In-House Display units.

Customer service

• We continue to make significant investment into our customer service operation recruiting more front-line agents again this quarter to support our customers.
• We ask our customers for feedback after our interactions which helps us understand how customers are feeling and respond where necessary. We have achieved a strong Net Promoter score of +35 this quarter which means that 58% of our customers rate us as happy. 

Annual Consumer Complaint Report

View our Annual Consumer Complaint Report, which details how we’ve performed in previous years.

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