Our performance
We are not interested in being a mediocre energy company. We are working tirelessly to be the best energy supplier possible.
Our complaints performance.
Our promise.
Giving you the best experience is what we are here to do and we aim to resolve even the most complicated complaints as quickly as we can.
We will share our complaints data with you each quarter and will continue to update it so you know exactly how we are doing. We will continue to listen to your complaints and make sure we can resolve the key reasons that cause you to be unhappy.
Quarterly report - Q4 2025.
We know the hard work does not stop here, we will continue listening to your complaints and making sure we can resolve key reasons that cause you to be unhappy.
You can check out our complaints handling procedure on our complaints page.
62,137
Number of complaints opened
59,122
Number of complaints resolved
795
Complaints received per 100,000 customers
757
Complaints resolved per 100,000 customers
56.4%
Resolved by next working day
92.1%
Resolved within 8 weeks
Top reasons for complaints in Q4 2025.
Below is a breakdown of the top issues our customers complained about as a percentage of the total complaints we received:
36.79%
Customer service
14.29%
Payments
11.64%
General billing and meter reading issues
7.79%
Debt and debt-related disconnections
4.94%
Smart billing and meter reading issues
Our annual complaints report.
Between 1 October 2024 to 30 September 2025, we received 114,511 customer complaints that we could not resolve by the end of the next working day.
You can find our complaints handling procedure online or call us on 0808 501 5200 to ask for a copy.
As an energy supplier, our complaints handling procedure is regulated by Ofgem.
You can find their Consumer Complaint Handling Standards Regulations online or purchase a hard copy from The Stationery Office Ltd (TSO) through their online bookshop or by calling 0333 200 2425.