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Complaints performance

Sainsbury's energy provider

Our promise

At Sainsbury’s Energy we are committed to providing the best experience for our customers, which is why we aim to resolve even the most complex of complaints as fast as possible.

We’ll share our complaints performance with you every quarter, ensuring you’re up to date on our progress. We’re committed to addressing your concerns and resolving the key issues that make you unhappy.

Quarterly report - Q3 2026

We understand that our work for you is ongoing. We’ll continue to listen to your complaints and do our best to fix the key reasons that give you dissatisfaction. If you’d like more information about how we handle complaints, you can find it on our complaints page.

  • Number of complaints opened - 757

  • Number of complaints resolved - 747

  • Number of complaints opened per 100,000 customers* - 1,121.60

  • Number of complaints resolved per 100,000 customers* - 1,106.78

  • Percentage of complaints resolved by the end of the next working day - 56.36%

  • Percentage of complaints resolved within eight weeks - 93.04%

*Calculated using the total customer base (accounts) at the end of March 2026. Customer base (accounts) - 67,493.

Top reasons for complaints in Q3 2026

Take a look at the top reasons for customers complaints as a percentage of the total complaints we received:

  • Customer service - 31.57%

  • Payment issues - 19.15%

  • Billing and meter reading issues - unrelated with meter type - 12.02%

  • Billing and meter reading issues - smart/advanced meter related - 10.44%

  • Debt and debt-related disconnections - non-prepayment related - 5.68%

Our annual complaints report

Between 1 October 2025 to 30 September 2026, we received 1,008 complaints from domestic customers that we couldn't resolve by the end of the next working day.

Find our complaints handling procedure online or call us on 0808 501 5277 to request a copy. As an energy supplier, our complaints handling procedure is regulated by Ofgem.

You can find their Consumer Complaint Handling Standards Regulations online or purchase a hard copy from The Stationery Office Ltd (TSO) through their online bookshop or by calling 0333 200 2425.