Our Complaints Performance

Download our Annual Complaints Report for 2015

You can view or download a PDF copy of our 2016 report (198 kB)

Every year we publish a Complaints Report, where we look at the number of complaints we received across the year (from October to September), why we received them, and what we can do to improve our performance.

For us, complaints are the acid test of customer service – and we’ve had the lowest number of complaints of any energy company in Britain, on average, since records began.  

You can read our full report in the link on this page, and you can see how we compare with the Big Six energy companies in the table below. As you'll see, we have three times fewer complaints than even the best performing of the Big Six. 

Ecotricity vs. the Big Six

 

Company name

Complaints per 1,000 customers (2016)

Ecotricity 4.99
SSE 15.71
Eon 26.91
Scottish Power 27.29
British Gas 30.04
EDF 32.43
Npower 37.33

Our quarterly results

Our annual complaints give you the best overall indicator of our complaints performance, but you can see how many complaints we received and resolved each quarter in the table below too.

(Q1 = January to March, Q2 = April to June, Q3 = July to September, Q4 = October to December)

Period Complaints received Received per 100k accounts Complaints resolved Resolved per 100k accounts Resolved same or next working day Resolved within 8 weeks
Q1 2017 589 341 595 344 68% 83.87%
Q4 2016 512 297 534 310 60% 96.48%
Q3 2016 633 374 621 367 43% 94.31%
Q2 2016 499 302 466 282 47% 95%
Q1 2016 509 313 528 325 68% 100%
Q4 2015 433 273 428 273 85% 100%
Q3 2015 420 286 417 286 84% 100%
Q2 2015 705 472 705 472 84% 100%
Q1 2015 813 582 813 582 85% 100%
Q4 2014 566 418 566 418 81% 100%
Q3 2014 493 399 493 399 92% 100%

Top reasons for complaints

We also categorise all of the complaints we receive so we can see exactly where we need to improve to make our customer service even better. Here are the main reasons our customers have complained, as a percentage of the total complaints we received.

Reason Q1 2017 Q4 2016 Q3 2016 Q2 2016 Q1 2016 Q4 2015 Q3 2015 Q2 2015 Q1 2015 Q4 2014 Q3 2014
Billing 34% 30% 29% 31% 35% 29% 35% 41% 38% 20% 25%
Customer Service 8% 9% 13% 33% 30% 29% 24% 8% 11% 13% 17%
Credit Management 7% 8% 11% 15% 9% 10% 12% 17% 12% 7% 9%
Payments 7% 8% 8% 7% 11% 12% 7% 9% 24% 36% 25%
Prepayment/PAYG 7% 6% 3% 14% 7% 10% 12% 12% 6% 3% 2%
Metering 20% 21% 19%                
Customer set up 10% 7% 7%                
Comms/Correspondence 5% 9% 6%                
Transfers 2% 2% 4%                
  • Billing: Including challenges to bill amounts, understanding information on bills, and queries relating to tariffs
  • Customer Service: Feedback about the information we provide or the actions we take when our customers call us, write to us or send us an email
  • Credit Management: Relating to overdue bills and payment plans
  • Payments: Covering payments, refunds and Direct Debits
  • Prepayment/Pay As You Go: all queries relating to installing or running prepayment meters, including voluntary or forced installation, debt, top up cards and keys etc
  • Metering: all issues relating to meters, such as appointments, loss of supply, meter exchanges, cost of meter tests etc
  • Customer set up: Regarding new customer details, including sign up information and meter details
  • Communications/Correspondence: This includes issues around any marketing material, and any communications to customers either written or verbal
  • Transfers: Relating to home moves, for both customer leaving us and new customers moving into a property we supply.

What we’re doing to improve our service

To further improve our service, we introduced online account access for our customers last year – for their desktop or smartphone. You can now submit your meter readings, and view and pay your bills online – wherever you are and whenever you feel like it.

On top of that, we’ve also begun our Smart meter rollout, which will eliminate the biggest bugbear for all energy customers – billing and meter reading. On average, around 90 per cent of all energy supply problems in the UK relate to billing and meter readings. Smart meters will ensure bills are always accurate and never estimated, and customers will no longer have to submit meter readings, or wait for someone to come and read their meter either. 

These two things are a key part of our evolution into a 21st century energy company. 

You can find out more about our complaints procedure  here, or read our complaints code of practice  here. If you require a hard copy of our code of practice, please call us on 0345 555 7 100

And check out our previous complaint reports for  201220132014 and  2015.