A complaint is any contact from, or on behalf of, a customer or potential customer who is not satisfied with any part of our service. We will not respond to mass lobbying campaigns as it affects the overall service our customers expect from us.
On this page you'll find information on:
Sometimes we get things wrong; please tell us because we’re really passionate about putting it right. You can contact us using one of the options below:
Our customer care team are trained to put things right for you straight away. If they can’t, they’ll connect you with our resolution team, who are dedicated to fixing the problem for you.
The resolution of your complaint might include actions to put our mistake right, an apology, an explanation, and compensation.
We aim to resolve nine out of ten complaints within two days. We expect to be able to resolve most other complaints within three weeks, but we’ll tell you if we can’t.
If you’re not satisfied that we’ve sorted it out, or you’re not happy with how we’ve dealt with things, we’ll carry out an internal review of your case. We’ll look into how we’ve handled it and the resolution offered. We will let you know what the outcome of the review is and the reasons for our decision. We will normally take less than two working days to carry out the review. If we agree to carry out other actions following the review we will let you know how long it is likely to take.
Read more about how we handle complaints.
To 'Know Your Rights' and for free, independent, confidential and impartial advice on consumer issues visit www.citizensadvice.org.uk/energy. You can also call the Citizens Advice consumer helpline on 03454 04 05 06 or fill in their energy query form. You can do any of this at any point during the complaints process.
If you’re not satisfied with the outcome of our internal review of your case, you can refer your complaint to an appropriate Alternative Dispute Resolution scheme. The scheme is designed to provide an independent review of complaints and decide the outcome where a supplier and their customer are unable to agree on a resolution. We are subscribed to two different Alternative Dispute Resolution schemes. Which scheme you contact depends on what your complaint is about. Both offer a free and independent service for customers.
Gas and electricity customers
You can have your complaint reviewed by Ombudsman Services: Energy if:
To contact Ombudsman Services: Energy:
Phone: 0330 440 1624
Post: PO Box 966, Warrington, WA4 9DF
Complaints about anything else
You can have your complaint reviewed by Utilities ADR if:
To contact Utilities ADR:
Phone: 02035 987 309
Website: www.ombadr.org and www.utilitiesadr.co.uk
Post: UtilitiesADR, 12-14 Walker Ave, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW
If you joined us online, you can refer your complaint to our Alternative Dispute Resolution scheme using the Online Dispute Resolution platform (ODR).
You’ll need the below information when filling in the form:
Alternative Dispute Resolution and Online Dispute Resolution are there to help resolve disputes between energy suppliers and their customers. It’s free to use, and Ombudsman Services: Energy are totally independent, so they don’t take sides. If you agree with their decision, we have to act on what they say. This could be apologising, explaining what’s gone wrong, correcting the problem or offering compensation.
Reports (open in new window)
Complaints report 2016 (PDF)
Complaints report 2015 (PDF)
Complaints report 2014 (PDF)
Complaints report 2013 (PDF)
Complaints report 2012 (PDF)
Complaints report 2011 (PDF)
Complaints report 2010 (PDF)
Quarterly complaints figures
We started publishing detailed complaints data in March 2012 as we believed that it was important customers could see how their supplier dealt with problems.
From January 2013, all suppliers started publishing complaints information in an agreed format, so we have adjusted our reports. We will continue to provide this quarterly information to show our performance over the last year. You can read about what we've been doing to deal with complaints on our report data page.
Top reasons for complaints (as a % of the total complaints received)
Jul - Sep 2015
Oct - Dec 2015
Jan - Mar 2016
Apr - Jun 2016
Bills and letters
Sales and renewals
As part of our ongoing commitment to be fair and honest in our dealings with you, we’ve also commissioned our own, over the phone research with an independent agency.
We asked customers who had recently raised a complaint with us how satisfied they were with us about:
Independent complaints satisfaction research
Agreed treated fairly
Fill in our form if you need to make a complaint.
Read our complaint reports which show what we've been doing to deal with complaints.