Quarterly Complaints Report Q2 2018

Quarterly complaints report Q2 2018

Why did people complain to Bristol Energy in Q2 2018 and what are we doing about it?

Human Error – 10.3%

  • As we’ve grown Bristol Energy have hired new members of staff, whose relative inexperience in this complex industry has occasionally affected performance.
  • We have identified areas in which our training, quality monitoring and coaching methods require development, and have put in place measures to improve these processes.

Direct Debit Review – 8.6%

  • Bristol Energy regularly review Direct Debits to ensure payments are being made which cover the cost of energy consumption. Although these reviews are often made to decrease payments, some customers have been disappointed to learn that their payments need to increase.
  • We believe that our Direct Debit Review process is fair and transparent, and that this is the best way to ensure our customers do not fall behind with their payments. We have also been reviewing our processes and communication with customers to ensure we manage payments correctly and transparently.

Estimated Readings – 5.3%

  • Estimated bills continue to cause dissatisfaction for some of our customers, although often these are a result of readings not being submitted or being submitted outside of a regular billing window. We are exploring ways of improving communication with our customers to prevent this, and installing smart meters which will result in accurate bills.
  • We have also been improving our billing processes to ensure that readings are always added to customers’ accounts in time for their bill, and will continue trying to make it easier to send us readings.

Accurate Charges – 4.1%

  • Consumers are sometimes surprised at the cost of their energy usage, even as the weather gets warmer. For this reason Bristol Energy are committed to providing energy efficiency advice to every customer, helping to limit consumption and reduce monthly bills.
  • Some of our customers go for significant periods of time without providing meter readings. If a reading is eventually taken and is higher than expected, these customers can receive an unexpectedly large bill. We continue to remind our customers to supply regular readings to ensure they’re covering the cost of their energy consumption.

Opening Readings Not Used – 4.1%

  • As Bristol Energy grows and welcomes new customers, we continue to receive queries regarding opening readings. All opening readings are validated externally prior to being included in an initial bill, and when these readings fail validation they are replaced by estimated readings. This can cause disappointment, especially when customers have taken the time to send us an accurate reading.
  • Currently the vast majority of the opening readings we receive pass the validation process and appear on customers’ initial statements. We continue to target this success rate, and will ensure our communication with new customers clearly explains the opening reading process.



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