Putting things right

We welcome your feedback. It helps us find out about things we need to put right, and makes it easier for us to meet your expectations of us as your energy provider.

No one’s perfect though, and we think transparency is important, so we will tell you if we got something wrong and we’ll do our best to put it right as quickly as possible. Some things we can take care of within one working day. Others may take longer, such as looking into problems with your meter for example. But in every case, we’ll do our best to make sure you’re satisfied with the outcome.

Your opinions really matter to us. So please, tell us what you think. We’ll be listening.

We're now publishing our performance figures on a monthly basis.

Top 5 causes of customer complaints

Billing 73% – Needing further information to understand your bill.
+ Here’s what we’re doing

We know that energy bills can be complicated. Using your feedback, we’ve changed the look of our bills so they’re much easier to understand. We’ve also improved our customer service web pages to make sure information is available 24hrs a day.

Payment 8.4% – Querying Direct Debit payments or payments regarding a prepayment meter.
+ Here’s what we’re doing

We have redesigned our bill to make it easier to understand our energy charges. We have helpful videos in the help section of our website that explain the advantages of paying by Direct Debit, and we’re making more videos for pre-payment customers too. Online customers can now find information about their payment history and will soon be able to see future payment details too – and we’ve recently launched a handy app, for smartphones, which will also provide access to these details.

Metering 4.2% – Checking the information we hold about your meter or asking why one of our metering agents didn’t arrive when they said they would.
+ Here’s what we’re doing

Making regular visits to read your meter is one of the ways we ensure our information is up to date – such as checking that your meter is recording your consumption correctly or ensuring that it’s working safely.. We’re working on making sure that we keep our promises so that our metering agents arrive when they say they will and if we haven’t been for a while we’ll write to you to arrange a safety check of your meter. Every supplier is obliged to do this at least once every two years.

We’re also moving forward with our plans to fit Smart meters and we’ll be doing this over the next 6 years. Smart meters come with a portable Smart energy display that makes it easier for you to understand how much gas and electricity you’re using and gives you a good idea of how it affects your bill - helping you make smarter choices about the energy you use. Smart meters also send us your energy data to us remotely so you won’t need to stay in for someone to read your meter or give us a reading yourself. You don’t need to do anything - we’ll let you know when we’re installing Smart meters in your area.

Energy transfer 10.6% – Experiencing delays switching your energy to or from npower.
+ Here’s what we’re doing

You’ve told us how frustrating it is when you experience a delay in switching your energy to or from npower. With that in mind, we’re introducing a new system that will improve this service and let you know more about what’s going on, and when.

Debt 2.6% – Facing financial difficulty or struggling to pay bills.
+ Here’s what we’re doing

No one likes the idea of money worries. We work closely with organisations like National Debtline and Citizens Advice to help customers who are finding it hard to pay their bills – so if you are finding things difficult, please get in touch. We’d like to help.

Complaints performance summary April - June 2014open/close

  • COMPLAINTS RECEIVED
    368,410
  • RESOLVED WITHIN 1 DAY
    326,235
  • UNRESOLVED WITHIN 1 DAY
    42,175
  April - June 2014
Total complaints received 368,410
Total complaints resolved* 399,424
Complaints received per 100,000 customers 6,890
Complaints resolved per 100,000 customers 7,470
Resolved within 1 working day 81.43%
Resolved within 8 weeks 94.43%
  January - March 2014
Total complaints received 450,178
Total complaints resolved* 446,606
Complaints received per 100,000 customers 8,303
Complaints resolved per 100,000 customers 8,237
Resolved within 1 working day 86.12%
Resolved within 8 weeks 94.13%
  October – December 2013
Total complaints received 440,126
Total complaints resolved* 427,076
Complaints received per 100,000 customers 8,013
Complaints resolved per 100,000 customers 7664
Resolved within 1 working day 90.37%
Resolved within 8 weeks 95.78%

*This figure includes complaints resolved in this quarter that we received in previous quarters.

Annual Complaints Report open/close

In 2008 OFGEM - the electricity and gas regulator - introduced new complaint handling regulations. These regulations require us to publish an Annual Complaints Report.

2013
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' which you can find towards the top of this page.

2012
Between 1 October 2011 and 30 September 2012, we received 104,290 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 1% of all customer contacts received during this period.

2011
Between 1 October 2010 and 30 September 2011, we received 121,753 expressions of dissatisfaction from residential customers which could not be resolved on the same day or the next working day after receipt. This represents just 1% of all customer contacts received during this period.

2010
Between 1 October 2009 and 30 September 2010, we received 109,207 complaints from residential customers which could not be resolved on the same day or the next working day after the complaint was received. This represents less than 1% of all contacts received during this period.

2009
During 2008 OFGEM introduced new complaint handling standards which npower fully embraced by introducing a new complaints system, extensive re-training of our Customer Services and Support departments, and new procedures.  Recent findings of Ofgems audit has confirmed that npower is compliant with the new standards.

In the first year since the introduction of the regulations in October 2008 and the end of September 2009 we have received 137,739 complaints from Domestic customers which could not be resolved on the same day or the next working day after the complaint was received.  This represents 1% of all contacts received during this period.