Our complaints performance.
Giving you the best experience is what we're here to do and we aim to resolve even the most complicated complaints as quickly as we can.
We'll share our complaints data with you each quarter and will continue to update it so you know exactly how we're doing. We'll continue to listen to your complaints and make sure we can resolve the key reasons that cause you to be unhappy.
Quarterly report - Q4 2023.
We know the hard work doesn't stop here, we'll 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.
Top reasons for complaints in Q4 2023.
Below is a breakdown of the top issues our customers complained about as a percentage of the total complaints we received:
Our annual complaints report.
Between 1 October 2022 to 30 September 2023, we received 178,765 complaints from domestic customers that we couldn’t resolve by the end of the next working day.
As an energy supplier, our complaints handling procedure is regulated by Ofgem.