Our customer service and complaints performance
Find out our Citizens Advice star rating for customer service and view our complaints performance report.
Customer service
Our Citizens Advice score
How do Citizens Advice score us?
Citizens Advice compares energy suppliers across 5 different categories and ranks how good their customer service is from several reliable sources. They score each supplier out of 5 stars, and you can find out more on their website.
| Reporting period | Overall rating | Fewer complaints received | Contact waiting time | Customer commitments |
|---|---|---|---|---|
| Q2 2024 | 2.9 | 1 | 4 | 5 |
Trustpilot
4.1 out of 5 based on 228,349 reviews
We collect and review feedback through Trustpilot, an online review community that allows our customers to tell us about their buying and service experiences.
You can take a look at the feedback and leave a review
Complaints performance
We use feedback from complaints to improve the level of service that we can provide and prevent issues from occurring in the first place.
Our latest report is from 1st April to 30th June 2024 (Second quarter).
| Reporting period | Complaints received | Received per 100k customer accounts | Complaints resolved | Resolved per 100k customer accounts | % resolved same or next working day | % resolved within 8 weeks |
|---|---|---|---|---|---|---|
| Q2 2024 | 192,855 | 1530 | 208,940 | 1658 | 49.5% | 85.9% |
What happened in Q2 2024?
- During quarter two we received 13% less complaints than in the previous quarter, a total of 192,855 complaints which is a reduction of almost 28,000.
- We’re also resolving complaints faster. We improved the number resolved the same or next working day as well as those resolved within 8 weeks.
- We continue to work hard to reduce the number of complaints referred to the Energy Ombudsman. It is our intention to always resolve complaints quickly, without the need for our customers to escalate issues. We received 7,905 Ombudsman complaints in Quarter 2. This is almost 1000 less than in Quarter 1.
What does the Energy Ombudsman do?
They take on complaints if we haven’t resolved them within eight weeks or if we’ve sent you a final position letter, you may choose to escalate this to the Energy Ombudsman for them to take a look.
We work closely with the Energy Ombudsman to help us understand why customers escalate their complaints to them. This helps us to improve our internal policies and procedures to reduce the need for escalation to the Energy Ombudsman or other organisation.
| As a percentage of the total complaints received | Q2 2023 | Q3 2023 | Q4 2023 | Q1 2024 | Q2 2024 |
|---|---|---|---|---|---|
| Billing | 28% | 33% | 31% | 32% | 32% |
| Metering | 17% | 13% | 15% | 14% | 13% |
| Payments | 17% | 20% | 20% | 24% | 29% |
| Customer Service | 10% | 25% | 25% | 21% | 17% |
| Credit Management | 4% | 4% | 4% | 4% | 4% |
We continuously strive to delivery ‘right first time’ service for our customers and don’t want you to feel it necessary to complain to get any issue resolved. However, any complaint is a great source of feedback and opportunity for us to improve, we use the insight from complaints received to learn and improve how we do things in the future. Here are some of the things that we’ve been focused on recently to improve customer experience.
to those who want them and fixing issues with existing meters
or IHD’s. This includes booking appointments for our brilliant
engineers to visit you where needed.
by Direct Debit, aiming to align your annual energy use to your
payment amounts, giving more certainty and continuity
of payments throughout the year.
first of its kind in the energy sector. We will 100% match energy
payments made by customers who are struggling and in most
need of our help.
operation growing our teams by over 300 colleagues in 2024 year
to date to make sure we are there quickly and effectively when
you need us.
to contact us, on average were able to answer a contact in less than
2 minutes. We are getting to more customers and faster
than ever before.
| Reporting period | Complaints received | Received per 100k customer accounts | Complaints resolved | Resolved per 100k customer accounts | % resolved same or next working day | % resolved within 8 weeks |
|---|---|---|---|---|---|---|
| Q2 2018 | 152,385 | 1,221 | 150,271 | 1,204 | 53.3% | 91.6% |
| Q3 2018 | 180,778 | 1,486 | 176,395 | 1,450 | 59.9% | 92.3% |
| Q4 2018 | 188,605 | 1,560 | 188,069 | 1,556 | 57.9% | 92.4% |
| Q1 2019 | 181,622 | 1,524 | 174,047 | 1,460 | 54.7% | 91.2% |
| Q2 2019 | 162,609 | 1,366 | 157,159 | 1,320 | 48.9% | 90.4% |
| Q3 2019 | 145,310 | 1,228 | 137,660 | 1,163 | 41.9% | 88.9% |
| Q4 2019 | 128,980 | 1,092 | 124,024 | 1,050 | 38.1% | 87.7% |
| Q1 2020 | 131,949 | 1,130 | 127,794 | 1,095 | 41.7% | 88.7% |
| Q2 2020 | 68,085 | 590 | 65,818 | 570 | 52.7% | 87.8% |
| Q3 2020 | 105,561 | 926 | 94,098 | 825 | 56.3% | 92.3% |
| Q4 2020 | 120,040 | 1,039 | 109,000 | 944 | 51.4% | 92.3% |
| Q1 2021 | 130,482 | 1,135 | 124,758 | 1,085 | 63.1% | 92.9% |
| Q2 2021 | 142,037 | 1,252 | 132,858 | 1,171 | 63.8% | 93.3% |
| Q3 2021 | 154,430 | 1,396 | 134,159 | 1,212 | 63.6% | 93.2% |
| Q4 2021 | 174,672 | 1,433 | 134,861 | 1,106 | 63.3% | 93.0% |
| Q1 2022 | 228,397 | 1,846 | 216,571 | 1,750 | 69.4% | 97.4% |
| Q2 2022 | 238,907 | 1,894 | 234,152 | 1,856 | 65.0% | 91.3% |
| Q3 2022 | 252,587 | 2,104 | 226,601 | 1,889 | 64.9% | 91.4% |
| Q4 2022 | 349,004 | 2,742 | 327,727 | 2,575 | 49.7% | 70.9% |
| Q1 2023 | 348,218 | 2,748 | 349,721 | 2,748 | 73.8% | 87.9% |
| Q2 2023 | 236,829 | 1786 | 197,066 | 1550 | 76.6% | 97.6% |
| Q3 2023 | 202,192 | 1588 | 192,001 | 1508 | 52.4% | 87.1% |
| Q4 2023 | 223,991 | 1765 | 213,991 | 1686 | 47.2% | 87.4% |
| Q1 2024 | 220,667 | 1746 | 229,373 | 1815 | 46.1% | 83.0% |
Annual Consumer Complaint Report
View our Annual Consumer Complaint Report, which details how we’ve performed in previous years.
If you would like information on making a complaint, please refer to Complaints.