Great Service

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 per cent 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, or rather the lack of them;

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 2011 and 2012 . 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 2011 with only 0.55 complaints per 1000 customers, our complaints rate was more than 10 times lower than the best of the Big Six.

In 2012 we reduced complaints even further. Most of the Big Six have 'published' (by which we mean 'bury') their results and some of them continue to show big increases, year on year. Interesting stuff we think. 

More details are available in our  Complaints Report.  

Source: OFGEM defined a complaint for this purpose as being any expression of dissatisfaction that has not been resolved by the end of the working day following the day of receipt. All energy companies are required to publish an annual report showing the number of complaints received that have not been resolved by the end of the working day following the day of receipt. 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 our customers said:

“Truly the Rolls Royce of energy providers”

Daniel, Nottingham  December 2010

More from our happy customers

More evidence than you can shake a stick at

Below are three pieces of ‘food for thought’.

See how our customers rate us in our latest customer survey. Read our latest annual complaints report – it shows the number of complaints we’ve received and not fixed within 24 hours (probably the acid test). And finally, hear what our customers have to say about us.

It's all proof that we don't mince our words when we say how hard we work to give our customers the very best service – we think it's the best in the industry.

We asked our customers what they thought about our service. The results of our customer survey are here.	The ultimate proof perhaps can be found in the statistics that Ofgem requires to be published each year. Our annual complaints report is here.	Perhaps the best people to tell you what our service is really like, are our customers. See what they have to say on our testimonials page.