Our customer service and complaints performance
Find out our Citizens Advice star rating for customer service and view our complaints performance report.
Customer service
Our Citizens Advice score
How do Citizens Advice score us?
Citizens Advice compares energy suppliers across 5 different categories and ranks how good their customer service is from several reliable sources. They score each supplier out of 5 stars, and you can find out more on their website.
| Reporting period | Fewer complaints | Telephone | Easier to contact | Easier to switch | Customer guarantees | Overall rating | |
|---|---|---|---|---|---|---|---|
| Q4 2023 | 1 | 1 | 3 | 1.80 | 5 | 5 | 1.84 |
Trustpilot
4.1 out of 5 based on 197,658 reviews
We collect and review feedback through Trustpilot, an online review community that allows our customers to tell us about their buying and service experiences.
You can take a look at the feedback and leave a review
Complaints performance
We use feedback from complaints to improve the level of service that we can provide and prevent issues from occurring in the first place.
Our latest report is from 1st January to 31st March 2024 (First quarter).
| Reporting period | Complaints received | Received per 100k customer accounts | Complaints resolved | Resolved per 100k customer accounts | % resolved same or next working day | % resolved within 8 weeks |
|---|---|---|---|---|---|---|
| Q1 2024 | 220,667 | 1746 | 229,373 | 1815 | 46.1% | 83.0% |
What happened in Q1 2024?
- We resolved a total of 229,373 complaints in Q1, which is 1815 complaints per 100k customer accounts.
- We saw a decreased performance in the proportion of complaints resolved on the same or next working day and a decreased performance within eight weeks compared to last quarter. Resolving complaints quickly remains a key priority for us, and we are introducing new ways of working to ensure we do this. Our continued investment in customer service includes providing further training for our people, as well as improving our processes and systems.
- We’re working hard to reduce the number of complaints referred to the Energy Ombudsman. It is our intention to always resolve complaints quickly, without the need for our customers to escalate issues. We received 8993 Ombudsman complaints in Quarter 1, which is 31.19% of the total complaints taken on by the Ombudsman across all suppliers.
What does the Energy Ombudsman do?
They take on complaints if we haven’t resolved them within eight weeks or if we’ve sent you a final position letter, you may choose to escalate this to the Energy Ombudsman for them to take a look.
We work closely with the Energy Ombudsman to help us understand why customers escalate their complaints to them. This helps us to improve our internal policies and procedures to reduce the need for escalation to the Energy Ombudsman or other organisation.
| As a percentage of the total complaints received | Q1 2023 | Q2 2023 | Q3 2023 | Q4 2023 | Q1 2024 |
|---|---|---|---|---|---|
| Billing | 26% | 28% | 33% | 31% | 32% |
| Metering | 18% | 17% | 13% | 15% | 14% |
| Payments | 16% | 17% | 20% | 20% | 24% |
| Customer Service | 13% | 10% | 25% | 25% | 21% |
| Credit Management | 4% | 4% | 4% | 4% | 4% |
| Reporting period | Complaints received | Received per 100k customer accounts | Complaints resolved | Resolved per 100k customer accounts | % resolved same or next working day | % resolved within 8 weeks |
|---|---|---|---|---|---|---|
| Q2 2018 | 152,385 | 1,221 | 150,271 | 1,204 | 53.3% | 91.6% |
| Q3 2018 | 180,778 | 1,486 | 176,395 | 1,450 | 59.9% | 92.3% |
| Q4 2018 | 188,605 | 1,560 | 188,069 | 1,556 | 57.9% | 92.4% |
| Q1 2019 | 181,622 | 1,524 | 174,047 | 1,460 | 54.7% | 91.2% |
| Q2 2019 | 162,609 | 1,366 | 157,159 | 1,320 | 48.9% | 90.4% |
| Q3 2019 | 145,310 | 1,228 | 137,660 | 1,163 | 41.9% | 88.9% |
| Q4 2019 | 128,980 | 1,092 | 124,024 | 1,050 | 38.1% | 87.7% |
| Q1 2020 | 131,949 | 1,130 | 127,794 | 1,095 | 41.7% | 88.7% |
| Q2 2020 | 68,085 | 590 | 65,818 | 570 | 52.7% | 87.8% |
| Q3 2020 | 105,561 | 926 | 94,098 | 825 | 56.3% | 92.3% |
| Q4 2020 | 120,040 | 1,039 | 109,000 | 944 | 51.4% | 92.3% |
| Q1 2021 | 130,482 | 1,135 | 124,758 | 1,085 | 63.1% | 92.9% |
| Q2 2021 | 142,037 | 1,252 | 132,858 | 1,171 | 63.8% | 93.3% |
| Q3 2021 | 154,430 | 1,396 | 134,159 | 1,212 | 63.6% | 93.2% |
| Q4 2021 | 174,672 | 1,433 | 134,861 | 1,106 | 63.3% | 93.0% |
| Q1 2022 | 228,397 | 1,846 | 216,571 | 1,750 | 69.4% | 97.4% |
| Q2 2022 | 238,907 | 1,894 | 234,152 | 1,856 | 65.0% | 91.3% |
| Q3 2022 | 252,587 | 2,104 | 226,601 | 1,889 | 64.9% | 91.4% |
| Q4 2022 | 349,004 | 2,742 | 327,727 | 2,575 | 49.7% | 70.9% |
| Q1 2023 | 348,218 | 2,748 | 349,721 | 2,748 | 73.8% | 87.9% |
| Q2 2023 | 236,829 | 1786 | 197,066 | 1550 | 76.6% | 97.6% |
| Q3 2023 | 202,192 | 1588 | 192,001 | 1508 | 52.4% | 87.1% |
| Q4 2023 | 223,991 | 1765 | 213,991 | 1686 | 47.2% | 87.4% |
Annual Consumer Complaint Report
View our Annual Consumer Complaint Report, which details how we’ve performed in previous years.
If you would like information on making a complaint, please refer to Complaints.