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Our complaints performance

The total number of complaints received during October, November and December (Q4 2023) was 123,330. This is a decrease in complaints compared to those received in Q3 2023 was 139,415. 

Through our complaints improvement programme, we’ve continued to look at the causes of customer dissatisfaction. We’ve then addressed these causes by making improvements to our systems and processes. We have continued making positive changes throughout 2023 and into 2024. 

Complaints received and resolved

The table below shows how many complaints we’ve received and resolved in Q4 (1 Jan- 31 Dec 2023)

Number of complaints received 123,330
Number of complaints received per 100,000 customer accounts 2,295

Number of complaints resolved
This includes complaints resolved which were raised in previous quarters.  

Number of complaints resolved per 100,000 customer accounts 1,575
Percentage of complaints resolved by the end of the next working day 58.87% 
Percentage of complaints resolved within 8 weeks 92.44%


Complaint categories

To understand further, our complaints in this period have been divided into categories.


This covers any complaints made about the layout of our bills as well as any information displayed on them such as cancelled charges or payment dates. Complaints received about estimated readings, price increases or incorrect bills are also included.


Metering inc Prepayment

If we receive complaints about metering appointments or any mismatched data then these are listed in this section. Also included here are prepayment meter issues, which tend to be higher in winter months. 



Any complaints we receive about Direct Debit payments or prepayment credits are included here. 


Customer Service

This includes complaints made about the Customer Service that we offer.


Change of supplier

This covers any complaints made about the process of transferring to or from EDF and another energy supplier.