Complaints Data

From June 2013 all energy companies are required to publish quarterly complaints information in an agreed format.

Our quarterly results

You can see how many complaints we received and resolved each quarter in the table below.

(Q1 = January to March, Q2 = April to June, Q3 = July to September, Q4 = October to December)

Period Complaints received Received per 100k accounts Complaints resolved Resolved per 100k accounts Resolved same or next working day Resolved within 8 weeks
Q4 2016 512 297 534 310 60% 96.48%
Q3 2016 633 374 621 367 43% 94.31%
Q2 2016 499 302 466 282 47% 95%
Q1 2016 509 313 528 325 68% 100%
Q4 2015 433 273 428 273 85% 100%
Q3 2015 420 286 417 286 84% 100%
Q2 2015 705 472 705 472 84% 100%
Q1 2015 813 582 813 582 85% 100%
Q4 2014 566 418 566 418 81% 100%
Q3 2014 493 399 493 399 92% 100%

Top reasons for complaints

As a percentage of the total complaints received.

Reason Q4 2016 Q3 2016 Q2 2016 Q1 2016 Q4 2015 Q3 2015 Q2 2015 Q1 2015 Q4 2014 Q3 2014
Billing 30% 29% 31% 35% 29% 35% 41% 38% 20% 25%
Customer Service 9% 13% 33% 30% 29% 24% 8% 11% 13% 17%
Credit Management 8% 11% 15% 9% 10% 12% 17% 12% 7% 9%
Payments 8% 8% 7% 11% 12% 7% 9% 24% 36% 25%
Prepayment/PAYG 6% 3% 14% 7% 10% 12% 12% 6% 3% 2%
Metering 21% 19%                
Customer set up 7% 7%                
Comms/Correspondence 9% 6%                
Transfers 2% 4%                
  • Billing: Including challenges to bill amounts, understanding information on bills, and queries relating to tariffs
  • Customer Service: Feedback about the information we provide or the actions we take when our customers call us, write to us or send us an email
  • Credit Management: Relating to overdue bills and payment plans
  • Payments: Covering payments, refunds and Direct Debits
  • Prepayment/Pay As You Go: all queries relating to installing or running prepayment meters, including voluntary or forced installation, debt, top up cards and keys etc
  • Metering: all issues relating to meters, such as appointments, loss of supply, meter exchanges, cost of meter tests etc
  • Customer set up: Regarding new customer details, including sign up information and meter details
  • Communications/Correspondence: This includes issues around any marketing material, and any communications to customers either written or verbal
  • Transfers: Relating to home moves, for both customer leaving us and new customers moving into a property we supply.

Moving forward

  • We've introduced a new emergency out of hours line for prepayment gas customers who find themselves off supply
  • We're introducing meter read requests ahead of our billing cycle so that we can ensure that the bills we send out are as accurate as possible
  • We continue to keep a close eye on any complaints we receive, making sure they're fully resolved to the customer's satisfaction.


Ethical Pricing