Bristol Energy Quarterly Complaints Report 2018 Q3

Q3: Complaints received 2888, Received per 100,000 customer accounts 2101, Complaints resolved 2886, Resolved per 100,000 customer accounts 2100, % resolved in the same or next working day 91%, % resolved within 8 weeks 99%

Why did people complain to Bristol Energy in Q3 2018 and what are we doing about it?

Direct Debit Review – 10.6%

  • 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.

Human Error – 8.0%

  • 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.

Estimated Readings – 4.1%

  • 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.

Debt Collection Communication – 3.8%

  • No-one likes to be contacted by their energy supplier about a late payment or outstanding balance, but at Bristol Energy we believe this is preferable to allowing a large debit balance to build up unchecked. We have received complaints regarding this and have sought to address concerns as quickly and smoothly as possible.
  • Some customers who have agreed a payment plan to clear an outstanding balance have continued to receive communication from us regarding their debt. We understand that this has caused unnecessary concern, and have implemented a process change to ensure that customers are not contacted as long as their planned payments are made in full and on time.

Accurate Charges – 3.3%

  • 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.

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