Complaints

We’re really proud of our history of delivering excellent customer service. We work hard to ensure all of our staff are well-trained and highly knowledgeable across all areas of the business. Even with the best will in the world, we all know things can go wrong from time to time. If that happens we want to hear from you to put things right again.

When resolving your complaint we will always offer an explanation and an apology. If required and appropriate, we will also take remedial action and may award you compensation.

Our complaints performance Subject access request form Right to erasure form

Our complaints process

Step 1: Get in touch

However you want to get in touch, we will aim to resolve your complaint in your first contact with us or by the end of the next working day.

In person or in writing:

Good Energy

Monkton Park Offices

Monkton Park

Chippenham

SN15 1GH

By phone: 0800 254 0000

By email: hello@goodenergy.co.uk

Or contact the complaints team directly by using our online form.

Complaints form

If we haven’t been able to resolve your complaint by the end of the next working day, we will be in touch within five working days and regularly thereafter until your complaint is resolved.

Our complaints are handled between 8:30am and 5:00pm Monday to Friday excluding bank holidays.

Step 2: Internal review

We will make every effort to resolve your complaint immediately. If we haven’t been able to come to a mutually acceptable resolution after step 1, you can raise the matter with your complaint handler who will ensure an independent internal review is carried out. Once again we will aim to carry out this review and reach a resolution within 5 working days.

Step 3: Independent help and advice

At any point in the complaints process, you have the option of contacting Citizens Advice. For free, confidential and impartial advice on your situation, you can contact Citizens Advice consumer service on 03454 04 05 06 (for a Welsh speaking advisor, call 03454 04 05 05), or you can complete their handy form here. To find out more about your rights, you can download the PDF at the bottom of this page. You can also get impartial information from your local Citizens Advice Bureau.

If we’ve not been able to resolve your complaint through steps 1 & 2 we will issue you with a letter outlining our final decision, known as a “deadlock” letter. This gives you the right to have a free, independent review of your complaint carried out by the Energy Ombudsman. As part of resolving your complaint the Ombudsman may ask us to make an apology or give an explanation. They can also ask us to take remedial action and may require us to award compensation. Any decision the Ombudsman make will be binding on our company, but not on you, so you can seek further advice if you wish to.

Contact details for the Energy Ombudsman 

Logo for the ombudsman services

What are my rights?

You also have the right to a free independent review carried out by the Energy Ombudsman if we have not been able to resolve your complaint after eight weeks. We will write to you to let you know when your complaint is eight weeks old.

Phone: 0330 440 1624

Textphone: 0330 440 1600

Email:

enquiry@ombudsman-services.org

Website: ombudsman-services.org

Our complaints performance

If you ever raise an issue with us, we’ll not only work hard to get to the bottom of it – we’ll also keep a close (and constant) eye on the progress we’re making.

We regularly check how our complaints are doing – and publish our findings both quarterly and annually. That way, we can make sure we’re responding swiftly, really understand our strengths, and spot opportunities to make the process even better. 

Our results show we’re able to resolve most complaints quickly. But, very occasionally, we come across an issue that’s particularly complex. That means involving others, such as metering agents or suppliers, which can take a bit more time.

To see how we’re doing, take a look at the tables below.

Our performance over the last five quarters

The number of complaints we’ve received and resolved can be seen in the tables below.

Quarter

Number of Complaints received

Number of complaints received per 100,000 customers

Number of complaints resolved

Number of complaints resolved per 100,000 customers

% resolved at day +1 

% resolved at eight weeks 

Q3 2021

950

1106

916

1066

67%

90%

1st July – 20th September

Q2 2021

1115

1359

1036

1263

67%

99%

1st Apr – 30th Jun

Q1 2021

1594

1951

1610

711

65%

94%

1st Jan – 31st Mar

Q4 2020

1232

1479

1106

1328

53%

85%

1st October – 31st December

Q3 2020

825

970

807

949

56%

83%

1st July – 30th September

Q2 2020

1005

1145

952

1084

61%

83%

1st April – 30th June

Q1 2020

823

752

810

883

64%

95%

1st January – 31st March

Q4 2019

790

860

797

867

66%

92%

1st October – 31st December

Q3 2019

703

742

719

759

67%

92%

1st July – 30th September

Q2 2019

679

732

709

769

61%

87%

1st April – 30th June

Top 5 complaint reasons for domestic supply complaints

Billing

We made some changes to our Billing System in 2020.  The main reason we’ve made these changes is to help more customers only pay for the energy they use and make our supply chain more sustainable.  The changes we’ve made in the background also allow us to offer a completely paper free service. Sending communications by email is another small way we can help reduce our carbon footprint, so we believe it’s the right thing to do where possible.  However, we recognise the changes we have made will not suit all of our customers.

We understand that it can be a shock to receive an unexpectedly large bill and do all we can to avoid this happening, such as asking customers to submit monthly meter readings. There are a number of things that can cause a large bill, and we encourage customers to contact us if they’re concerned.  We can support by reviewing trends in consumption, identify potential meter issues and get them fixed, or offer advice or repayment plans if needed.  Providing us with regular readings can also help make sure that you receive accurate bills and aren’t building up a debt.

Payments

We always notify our customers before changing their Direct Debit amount.

We’re continuing to analyse the complaints we receive about Direct Debit reviews so that we can make improvements based on root cause and customer feedback.

We work hard to support any customer struggling to pay their bills. While the majority of customers that find themselves with an outstanding balance on their account engage with the support we offer, unfortunately some don’t. We have enlisted the help of a third-party collections agency to work with this small portion of customers to clear their outstanding balances.

Customer Service

Complaints about customer service cover all aspects of customer interaction with Good Energy, including our online portal and app. We’re constantly improving our systems to enable all customers to manage their accounts in a way that works for them.  We have maintained our below industry average call wait times over the last quarter. Our people are at the foundation of excellent customer service, so we continue to invest in them by providing training and coaching.

Metering

We’re working closely with our meter operators to increase the number of meter read, maintenance or exchange appointments that go ahead at the first time of asking. However, appointments have been impacted by the Covid-19 Pandemic.  Where there are delays, we aim to contact our customers as early as possible to make them aware.  The pilot phase of our smart meter programme had paused during the lockdown period of the Covid-19 Pandemic but as restrictions continue to be lifted, we are currently planning a wider roll out to our customers.

Switching

Sometimes things can go wrong when switching between suppliers. We always strive to make sure that transfers happen on time and have continued to perform well in this area. But delays can sometimes happen. If this is the case, we notify customers about what’s gone wrong and work to fix things as quickly as possible. We listen to customer feedback we receive to make sure we can keep improving the service we offer.

Annual Complaints Performance