Our complaints performance.

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 - Q1 2023.

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 - 1,762

Number of complaints resolved - 1,401

Number of complaints opened per 100,000 customers* - 2,852

Number of complaints resolved per 100,000 customers* - 2,268

Percentage of complaints resolved in less than a day - 68.81%

Percentage of complaints resolved within eight weeks - 98.14%

*Calculated using the total customer base (accounts) at the end of March 2023. March 2023: Customer base (accounts) - 61,777.

Top reasons for complaints in Q1 2023.

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

Customer service and web issues, and GDPR - 42.91%

Billing - 21.51%

Smart non-comms - 10.10%

Payments and refunds - 9.25%

All appointments - 4.43%

Our annual complaints report.

Between 1 January 2022 to 31 December 2022, we received a total of 1,521 customer complaints 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.