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 |
|---|---|---|---|---|
| Q3 2024 | 3.3 | 1 | 4 | 5 |
Trustpilot
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 October to 31 st December 2024 (Fourth 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 |
|---|---|---|---|---|---|---|
| Q4 2024 | 160,668 | 1279 | 160,316 | 1276 | 60.3% | 91.7% |
What happened in Q4 2024?
- During quarter 4, we have received 160,668 complaints which was down 18,425 (18%) less complaints than in the previous quarter. Across the whole of 2024, we saw a 24% reduction in complaints when compared to 2023.
- We are also resolving our complaints faster, improving the number of complaints resolved the same or next working day by 1.5% as well improving those resolved
- We continue to work hard to reduce the number of complaints referred to the Energy Ombudsman. It is our intention to have always resolve complaints quickly, without the need for our customers to escalate issues. We received 6,073 Ombudsman complaints in Quarter 4. This is 730 complaints less than in Quarter 3.
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 | Q3 2023 | Q4 2023 | Q1 2024 | Q2 2024 | Q3 2024 | Q4 2024 |
|---|---|---|---|---|---|---|
| Billing | 33% | 31% | 32% | 32% | 31% | 29% |
| Metering | 13% | 15% | 14% | 13% | 14% | 15% |
| Payments | 20% | 20% | 24% | 29% | 29% | 30% |
| Customer Service | 25% | 25% | 21% | 17% | 17% | 16% |
| Credit Management | 4% | 4% | 4% | 4% | 4% | 5% |
We continuously strive to deliver a ‘right first time’ service for our customers and do not 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 have been focusing on recently to improve customer experience.
our teams by over 300 colleagues in 2024 to make sure we are there quickly
and effectively when you need us helping to improve our overall answer rates by
8% and reduce our average speed to answer by 59%.
of these with an average speed to answer of 12 seconds.
and fixing issues with existing meters or IHD’s. This includes booking appointments
for our brilliant engineers to visit you where needed.
energy sector where we will 100% match energy payments made by customers who
are struggling and in most need of our help. We have supported more than 8,500 customers so far.
| 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% |
| Q2 2024 | 192,855 | 1530 | 208,940 | 1658 | 49.5% | 85.9% |
| Q3 2024 | 179,093 | 1427 | 179,060 | 1427 | 58.8% | 90.9% |
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.