How to make a complaint
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 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:
Monkton Park Offices
By phone: 0345 034 2400
By email: email@example.com
Or contact the complaints team directly by using our online 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
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
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||Number of complaints resolved|
1st July to 30th Sep
1st April – 30th June
1st Jan – 31 Mar
1st Oct – 31st Dec
1st July – 30th Sep
1st Apr – 30th Jun
1st Jan – 31st Mar
1st Oct – 31st Dec
1st Jul – 30th Sep
1st April – 30th June
Top 5 complaint reasons for domestic supply complaints
Complaints about the Feed-in-Tariff cover many aspects of the process including interaction with Good Energy as a FIT Licensee, 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.
|Billing||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.|
|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. Our people are at the foundation of excellent customer service, so we continue to invest in them by providing training and coaching.|
|Metering||The wider roll out of our smart meter programme is now well underway. With an increase in smart meter installations, occasionally things can go wrong but the vast majority of appointments go ahead successfully. |
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.
|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.