Annual complaints report

If things go wrong for you, we want to put them right. And that’s why we now have a straightforward complaints procedure that’s easy to follow.

Between 1 October 2015 and 30 September 2016, we received 146,118 expressions of dissatisfaction from our residential customers which we couldn’t resolve in the same day, or next working day. This represents less than 1.9% of all our customer contacts during this period. Most of our customer complaints were due to billing, payments, metering, energy transfer and debt.

We’re working hard to improve on areas which can cause dissatisfaction, and you can see how we’re doing this by looking at our 'top 5 causes of customer complaints'.

Residential customers

We’ve set out our complaints procedure in our 'Putting things right. (PDF, 975KB)'. . If you need a hard copy of this, or an annual report, just get in touch. We also have large print and Braille copies available.

And you can find out more about our complaints handling standards in The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. If you’d like a hard copy, please contact The Stationery Office on 0870 600 55 22 view call charge information