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 2016 and 30 September 2017, we received 168,071 expressions of dissatisfaction from residential customers which could not be resolved on the same day or the next working day after receipt. This represents 2% of all customer contacts received during this period. Most of our customer complaints were due to billing, payments, metering , debt and energy transfer. 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'

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, 136KB)'. . 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