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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 within eight weeks

2 2020 939 1495* 1234 8* 24% 55%
1 2020 1103 596 1272 688 21% 63%
4 2019 1035 535 1100 568 26% 58%
3 2019 1357 726 1347 720 39% 88%

* Please note: from Q2 our customers began migrating to EDF Energy and these figures are based on per 10,000 customers as opposed to per 100,000. 

Top five complaints

 

 Complaint Percentage of complaints (%)
 Billing 40%
 Payments 14% 
 Customer Service 14% 
 Switching 10% 
 Meter Readings 9% 

 

 

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