Our performance.

We’re not interested in being a mediocre energy company. That’s not us. We’re working tirelessly to be the best energy supplier possible.

Sun lifting weights.

Our complaints performance.

Our promise.

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 - Q1 2022.

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.

Number of complaints opened

49,290

Number of complaints resolved

45,657

Number of complaints opened per 100,000 customers

649

Number of complaints resolved per 100,000 customers

602

Percentage of complaints resolved in less than a day

72.2%

Percentage of complaints resolved within eight weeks

92.1%

Top reasons for complaints in Q1 2022.

Below is a breakdown of the top issues our customers complained about as a percentage of the total complaints we received:

Customer service

January - March 2022 - 38.8%

General billing and meter reading issues

January - March 2022 - 14.76%

Payments

January - March 2022 - 9.65%

Smart billing and meter reading issues

January - March 2022 - 7.85%

Pricing

January - March 2022 - 6.78%