Complaints performance

Quarterly complaints performance

 

Quarter Number of complaints received Number of complaints received per 100,000 customer accounts Number of complaints resolved Number of complaints resolved per 100,000 customer accounts % resolved at day + 1 % resolved at eight weeks
3 2019 1357 726 1347 720 39% 88%
2 2019 1395 741 1413 750 44% 89%
1 2019 1608 949 1754 1035 51% 82%
4 2018 1377 756 1596 875 40% 71%

 

Top five complaints

 

 Complaint Percentage of complaints (%)
 Payments 35% 
 Billing 27% 
 Customer service 18% 
 Meter readings 11% 
 Switching 9% 

 

 

Our complaints process is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008

 

Switch today to start saving on your energy bills