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Great Service

88% of our customers rated our service 'excellent or good'

We treat our customers the way we like to be treated ourselves. We work hard to make sure that the service we give to our customers is the best that we can make it.

We answer the phone ourselves and we do it quickly.
The first person you speak to resolves nearly 90% of all queries right there and then.
If we promise to do something we do it.
And when something does go wrong, we have our own Customer Champion to fix it – in most cases within 24 hours.

And then there's Complaints;

Each year, OFGEM requires all energy companies to publish the number of complaints they have received.

Unfortunately OFGEM won't publish these in one table for easy reference - we don't know why. So we've done it ourselves. Below you'll see figures for each supplier for 2010 and we'll fill in the 2011 figures as they appear (usually somewhere obscure). We've presented the number here as complaints per thousand customers, in order to make comparisons between all sizes of company very simple.

As you'll see, in 2010 with only 0.69 complaints per 1000 customers, our complaints rate was more than ten times lower than the best of the Big Six.

In 2011 we reduced complaints even further, by 20% in fact. Most of the Big Six have 'published' (by which we mean 'bury') their results now including EDF, posting a whopping 40% increase. Interesting stuff we think.

More details are available in our Complaints Report.

	No. of complaints per 1000 customers	2010	2011
1	Ecotricity	0.69	0.55
2	Co-Operative	n/a	2.20
3	Green Energy	5.20	3.00
4	Good Energy	9.56	5.81
5	E.ON	8.01	7.63
6	EDF	6.32	8.86
7	SSE	10.64	12.10
8	British Gas	9.54	12.37
9	Ovo	22.50	13.04
10	Scottish Power	18.06	17.89
11	Npower	16.80	18.45

Source: All UK energy suppliers are required to publicly report their recorded level of complaints annually by Ofgem. It defines a complaint as any expression of dissatisfaction that is not resolved by the end of the first day after the day that the complaint was received. Complaint numbers and customer figures are taken directly from suppliers own websites or in the case of the latter from other publicly available sources.

See our Complaints Report for more information

You don’t need to take our word for it as one of customers said:

“Truly the Rolls Royce of energy providers”

Daniel, Nottingham December 2010