Annual complaints report
We are committed to providing the best possible service, however some times things can go wrong. If you have a complaint, we want to know about it so we can help. To ensure we make it straightforward for our customers to highlight a problem, we have an easy-to-follow complaints procedure.
Between 1 October 2012 and 30 September 2013 , we received 159,034 expressions of dissatisfaction from residential customers which could not be resolved on the same day or the next working day after receipt. This represents less than 2% of all customer contacts received during this period. Most of our customer complaints were due to billing, payments, metering, energy transfer and debt. We're working hard to improve areas of our business which can cause customer dissatisfaction. You can see what actions we're taking by looking at our 'top 5 causes of customer complaints'.
How we handle complaints is set out in our document 'Putting things right'. If you would like a hard copy of npower's complaints procedure or this annual report free of charge, please contact us. Copies of this report in large print, or in Braille are also available.
Micro business customers
Our complaint handling procedure for micro business customers is published in our leaflet, Handling your complaint.
Alternatively, you can call our Customer Services Team on 0845 166 3360 and request a copy, free of charge. During the period from 01 October 2012 to 30 September 2013, we dealt with 13,877 complaints from micro-business customers, which could not be resolved by the end of the working day following receipt.
Complaints handling regulations
The complaints handling standards are set out in The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. For information on how to obtain a hard copy, please contact The Stationery Office on 0870 600 55 22.