Customer complaints

Our energy complaints figures

Annual report

Number not resolved by end of next
working day

Reports (open in new window)

2018

628,772

Complaints report 2018 (PDF)

2017

549,268

Complaints report 2017 (PDF)

2016

185,971

Complaints report 2016 (PDF)

2015

190,608

Complaints report 2015 (PDF)

2014

233,504

Complaints report 2014 (PDF)

2013

76,861

Complaints report 2013 (PDF)

2012

60,121

Complaints report 2012 (PDF)

2011

60,798

Complaints report 2011 (PDF) 

2010

63,089

Complaints report 2010 (PDF)

 

Quarterly complaints figures

Complaints reporting period (quarterly) Number of complaints opened Number of complaints opened per 100,000 customers Number of complaints resolved Number of complaints resolved per 100,000 customers   % of complaints resolved in less than a day  % of complaints resolved within 8 weeks 
Q4 2018 165,246 2,720
147,884
2,434
 75.58%  95.38%
Q3 2018 154,517 2,517 139,727 2,277 77.59% 94.97%
Q2 2018 149,536 2,415 147,180 2,377 69.19% 93.48%
Q1 2018 163,750 2,607 159,419 2,538 68.88% 93.74%
Q4 2017 160,969 2,573 157,084 2,511  69.17% 93.74%
Q3 2017 156,736 2,553 152,963 2,491 70.88% 92.43%
Q2 2017
135,783 2,211 134,104 2,184 67.62% 92.52%
Q1 2017 139,477 2,250 137,075 2,211 67.39% 92.07%

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)

Reason

Jul - Sept 2017

Oct - Dec 2017

Jan - Mar 2018

Apr - Jun 2018

Reason

Jul- Sept 2018

Customer service

58% 51% 47% 47% Customer service 61%

Bills and letters

21% 21% 24% 25% Bills and meter readings 13%

Payments

9% 10% 11% 13% Payments 12%

Metering

7% 10% 10% 9% My prices 4%

Sales and renewals

2% 2% 2% 2% Pre-payment classic metering 3%