It's important that we're always honest about our performance

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Customer happiness is at the core of what we do.

When we don't get things quite right, we work twice as hard to fix them.

Instead of hiding behind complicated processes, all our Customer Ambassadors aim to handle any queries quickly, so you can get on with the good things in life.

Here's what our customers say about us.

Our performance so far.

We always keep track of how many complaints we receive, so we can get better at what we do. We share this information with the energy regulator, Ofgem, every few months.

This helps us think energy, so you don't have to.

Quarter Complaints received Received per 10,000 customers Complaints resolved Resolved per 10,000 customers Resolved the same or next working day Resolved in 8 weeks
Q1 2018 2 28 2 28 100% 100%
Q2 2018 8 53 8 53 0% 100%
Q3 2018 18 39 18 39 22% 100%
Q4 2018 41 48 41 48 59% 100%
Q1 2019 73 33 73 73 55% 100%
Q2 2019 99 30 99 30 47% 98%


Common reasons for a customer contacting us to raise a complaint included:

  • - Having trouble with their energy switch (for example, issues with their current supplier)
  • - Their bills using estimated meter readings
  • - Concerns about smart meters
  • - Not fully understanding what to expect when switching suppliers, either directly, or through a third-party we use
     

We're using this feedback to make some improvements to how we do things, including:

  • - Improving our onboarding process to make the customer journey clearer
  • - Emphasising how important meter readings are
  • - Making it clearer to customers what they can expect from us when it comes to smart meters