Our performance.
Our complaints performance.
Our promise.
Giving you the best experience is what we're here to do and we aim to resolve even the most complicated complaints as quickly as we can.
We'll share our complaints data with you each quarter and will continue to update it so you know exactly how we're doing. We'll continue to listen to your complaints and make sure we can resolve the key reasons that cause you to be unhappy.
Quarterly report - Q4 2023.
We know the hard work doesn't stop here, we'll continue listening to your complaints and making sure we can resolve key reasons that cause you to be unhappy.
You can check out our complaints handling procedure on our complaints page.
Number of complaints opened
138,309
Number of complaints resolved
138,250
Number of complaints opened per 100,000 customers
1,660
Number of complaints resolved per 100,000 customers
1,659
Percentage of complaints resolved in less than a day
72.3%
Percentage of complaints resolved within eight weeks
92.9%
Top reasons for complaints in Q4 2023.
Below is a breakdown of the top issues our customers complained about as a percentage of the total complaints we received:
Customer service
October - December 2023 - 37.44%
Payments
October - December 2023 - 17.07%
General billing and meter reading issues
October - December 2023 - 12.84%
Smart billing and meter reading issues
October - December 2023 - 6.44%
Smart meter installations/exchanges
October - December 2023 - 5.49%
Our annual complaints report.
Between 1 October 2022 to 30 September 2023, we received 178,765 complaints from domestic customers that we couldn’t resolve by the end of the next working day.
You can find our complaints handling procedure online or call us on 0808 501 5200 to ask for a copy.
As an energy supplier, our complaints handling procedure is regulated by Ofgem.
You can find their Consumer Complaint Handling Standards Regulations online or purchase a hard copy from The Stationery Office Ltd (TSO) through their online bookshop or by calling 0333 200 2425.