Annual complaint report 20191

In the 12 months from 1st October 2018 to 30th September 2019 we received 357,222 complaints, which was 246,499 (41%) less than the previous 12 months. Of this, 159,209 were resolved by the end of the next working day.

1Our complaints handling process has been designed to meet all the requirements of the 2008 Complaint Handling Standards introduced by our Regulator Ofgem (The Office for Gas & Electricity Markets).
These Complaint Handling Regulations can be found on the following government website:
If you’d prefer a hard copy, these can be purchased from The Stationery Office Ltd (TSO):

For further information on how we handle complaints and to view a copy of our complaints procedure please visit