Covid-19 (Coronavirus) Information

Click here for more information

 

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

4 2019 1035 535 1100 568 26% 58%
3 2019 1357 726 1347 720 39% 88%
2 2019 1395 741 1413 750 44% 89%
1 2019 1608 949 1754 1035 51% 82%

 

Top five complaints

 

 Complaint Percentage of complaints (%)
 Billing 40%
 Payments 19% 
 Customer service 15% 
 Switching 11% 
 Debt 6% 

 

 

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