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
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: 0345 034 2400
By email: hello@goodenergy.co.uk
Or contact the 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 team are available between 9am and 5pm Monday to Friday excluding bank holidays.
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.
Independent help + 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
Email: enquiry@energyombudsman.org
Website: www.energyombudsman.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 | Number of complaints resolved at eight weeks |
| Q1 2024 1st Jan – 31 Mar | 1444 | 1839 | 1382 | 1760 | 60% | 93% |
| Q4 2023 1st Nov to 31st Dec | 1289 | 1573 | 1290 | 1573 | 58% | 94% |
| Q3 2023 1st July to 30th Sep | 1279 | 1568 | 1272 | 1559 | 58% | 93% |
| Q2 2023 1st April to 30th June | 1404 | 1700 | 1340 | 1622 | 58% | 93% |
| Q1 2023 1st Jan – 31 Mar | 1524 | 1820 | 1601 | 1912 | 56% | 99% |
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 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, aswell as ensuring that we’re adhering to all industry regulations when it comes to billing. More recently we’ve made changes to the way we estimate meter readings on accounts where we don’t have an actual 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 48,000 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 or switching to another supplier or successfully verifying a generation meter inline with Ofgem requirements. We’ve made it easier to give feed in tariff meter readings via our online portal & app with instant confirmation, put in place new safe guards in our change of ownership processes to stop things failing through the net and made significant improvements when it comes to helping you verify your generation meter, which can now be done by photo rather than site visit. We’re not stopping there and have further planned improvements to meter reading submission & meter verification planned in 2024. |
| Customer Service | Complaints about customer service cover all aspects of your interaction with Good Energy. Our commitment to great service is demonstrated through our 5* TrustPilot rating, but we do know that occasionally things don’t go to plan and when this happens we work our hardest to put things right. We support our new Clean Energy Specialists through a 16 week induction programme and follow up with regular training & briefings to ensure that they remain highly knowledgeable & capable. We also have a great set of knowledge articles to help them provide accurate information to you. Development of our online app & portal have been one of Good Energy’s top priorities and this continues to be the case, with further improvements and new functionality planned for 2024. |
| 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. |
| 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 45,000 meters now and over 90% of those SMART meters are working really well. 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. |