Our Complaints performance
At Good Energy we’re really proud of our customer service, but we understand that sometimes things go wrong. When this happens, we work really hard to put things right as quickly as possible, by following three important steps:
1. Preventing them from happening – we keep complaints low by giving great service and keeping customer accounts healthy behind the scenes
2. If a complaint happens, we want to resolve it quickly, ideally by the end of the next working day.
3. Where this isn’t possible, we work closely with customers to resolve the complaint without you needing to escalate it further, ie to the Energy Ombudsman or Citizens Advice bureau.
Our performance over the last 3 quarters
Domestic complaints per 100,000 electricity/gas customer accounts
| Quarter | Number of complaints recieved | Number of complaints received per 100,000 customers | Number of complaints resolved | Number of complaints resolved per 100,000 customers | % resolved on day +1 | % resolved at 8 weeks |
| Q4 2025 1st Oct – 31st Dec | 489 | 613 | 504 | 632 | 68% | 97% |
| Q3 2025 1st July – 30th Sep | 484 | 614 | 488 | 619 | 68% | 95% |
| Q2 2025 1st Apr – 30th Jun | 521 | 654 | 561 | 704 | 72% | 100% |
Feed-in Tariff complaints per 100,000 Feed-in Tariff accounts
| 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 | Number of complaints resolved at eight weeks |
| Q4 2025 1st Oct – 31st Dec | 156 | 281 | 162 | 291 | 65% | 97% |
| Q3 2025 1st July – 30th Sep | 126 | 227 | 124 | 223 | 60% | 95% |
| Q2 2025 1st Apr – 30th Junr | 171 | 307 | 176 | 316 | 70% | 100% |
Top 5 complaint reasons for domestic supply complaints
| Billing | When it comes to your energy account – getting regular, accurate and clear bills is understandably your top priority. To help us deliver this, we ask for regular meter readings as this is the best way to keep bills accurate. We have currently billed 99.15% of our domestic customers have had a bill within the last 3 months. We regularly identify accounts that we haven’t sent a bill to recently and take proactive steps to get that bill sent out as soon as possible, as well as ensuring that we’re adhering to all industry regulations when it comes to billing. More recently we’ve made improvements to the way we estimate meter readings on accounts where we don’t have an actual meter reading and are always reviewing our customer contact to see how we can improve in the future. |
| Feed In Tariff | We’re really pleased to support over 55,500 generators (one of the highest in the energy industry) and work hard to ensure that each one of those generators receives a generation payment from Ofgem every 3 months. Sometimes this goes wrong and feed in tariff complaints can cover anything from a missing quarterly payment, difficulties with changing ownership, problems switching to another supplier or successfully verifying a generation meter in line with Ofgem requirements. Improvements to our online portal & mobile app ensure the technology we use effectively supports our customers. With more meter readings being submitted successfully first time and simplifying the meter verification process, that can now be completed by uploading a photo rather than requiring a site visit. The improvements we have made also mean it’s much easier to change ownership of a Feed in Tariff account when you move home to switch to another FIT Licensee. |
| Metering | Having a working meter is absolutely essential to having a healthy energy account. We’ve offered SMART meters to all of our customers and have installed over 56,850 meters now, with over 49k currently on supply and over 94.5% of those SMART meters are healthy or have issues outside of our control. Occasionally things can go wrong such as an installation appointment not happening when it should, the SMART meter not sending us meter readings automatically or the in home display not working as it should. We have a team of SMART Specialists dedicated to resolving these problems proactively and have set ourselves some tough targets to keep improving in this area. |
| Customer Service | Complaints about customer service cover all aspects of customer interaction with Good Energy, iComplaints 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. With a 5* Trustpilot rating, we’re proud of the level of customer service we provide. Our people are at the foundation of excellent customer service, so we continue to invest in them by providing training and coaching. |
| Payments | However you pay your bills, we’re committed to making things as straight forward as they can be for you. Direct Debit is the most effective & cheapest way to pay – once you’re set up, every time we receive a meter reading, we review whether you’re paying the right amount and let you know if the amount you’re paying needs to change. We’re flexible though and understand that individual circumstances need to be taken into account and always do our best to understand what you need and come to an agreeable amount. |
Our third party complaints performance
If we can’t resolve a complaint to your satisfaction, you can approach the Energy Ombudsman or the Citizens Advice Bureau.
The Citizens Advice Bureau is a free, confidential and impartial advice service who can help. Our latest Citizens Advice Bureau rating shows us to be 4* rated for complaints – which is the best out of all domestic energy suppliers.