Our Complaints Performance and Service Standards
Providing high standards of customer service is at the heart of everything we do. We are committed to handling every complaint with fairness, transparency and professionalism. However, we understand that there may be times when things do not go as expected. That’s where our trained specialists come in. When a customer raises a concern, it becomes our responsibility to resolve it quickly and ensure you feel heard and supported throughout the process. We take every necessary step to make it right because your satisfaction remains our top priority.
95
Number of Complaints Received in Q2 2026
76
Number of Complaints Resolved in Q2 2026
685
Total Complaints Received in 2025
403
Resolved within 8 weeks in 2025
How Do We Manage Complaints?
- Every complaint is assigned to a trained specialist who manages the case from start to finish.
- We acknowledge complaints performance promptly and provide regular updates until the matter is fully resolved.
- All decisions are reviewed against regulatory requirements and our internal quality standards to ensure a balanced and accurate outcome.
- We analyse complaint trends to identify root causes, strengthen our processes, and prevent recurring issues.
Our Promise to Every Customer
Our goal is simple! We strive to deliver exceptional service quality throughout every customer interaction and to resolve concerns quickly and professionally. When a complaint is raised, we see it not simply as a case to manage but as an important signal that we may have fallen short of our standards. That is why we aim to resolve every complaint as quickly and fairly as possible.
Where we fall short, we work towards a resolution. We will share complaints performance and service standards data openly and transparently, because we believe you deserve to know exactly where we stand and how hard we are working to continuously improve.
Performance
Received
Resolved
within 8 Weeks
Next Working Day
Annual Breakdown by Category
| Complaints Category | Q2 2026 | Q1 2026 | Q4 2025 | Q3 2025 | Q2 2025 | Q1 2025 |
|---|---|---|---|---|---|---|
| Customer Service | 12 | 8 | 2 | 17 | 20 | 73 |
| Payment Issues | 6 | 1 | 0 | 3 | 0 | 0 |
| Meter Installation/Exchange | 0 | 5 | 3 | 2 | 2 | 0 |
| Debt and Debt-related Issues | 14 | 6 | 5 | 5 | 3 | 0 |
| Billing and Meter-related Issues | 41 | 10 | 8 | 30 | 83 | 44 |
Resolving Your Concerns
We have a structured complaints handling procedure in place and aim to resolve every complaint fairly and promptly. If your complaint remains unresolved after 8 weeks, you have the right to escalate the complaint to the Energy Ombudsman.