We treat our customers the way we like to be treated ourselves. And we work hard to make sure the service we give them is the best we can make it.
Each year, Ofgem requires all energy companies to publish the number of complaints they’ve received.
Unfortunately Ofgem won't publish them in one place for easy reference – we don't know why. So we've done it ourselves. Below you'll see figures for each supplier for 2010 to 2013. We've presented the number as complaints per 1,000 customers to make all companies easily comparable.
As you'll see, our complaints level is nearly 20 times lower than the best of the Big Six. In fact we’ve got the same level of complaints we had two years ago – even though in the same period our customer numbers have increased by over 45 per cent.
You can read our Complaints Report.
|No. of complaints per 1000 customers||2010||2011||2012||2013|
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.
You don’t need to take our word for it as one of our customers tweeted:
You can read our latest annual complaints report – it shows the number of complaints we received and didn’t fix 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 – and this year we’re proud to top the Which? Energy Consumer Satisfaction Survey 2014.
|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.|