We have an ongoing commitment to provide you with the very best experience you can have with an energy provider. While every complaint is one too many, we are pleased that our continued commitment to resolving issues quickly and directly with our customers is working.
Our success in this area is achieved through the hard work of our customer service teams who are committed to delivering the very best standard of service.
This is recognised in independent surveys and for the last six years Ebico has been amongst the top-rated UK energy companies in the Which? Energy Company Satisfaction Survey. Ebico has been voted into third place in the Which? 2015 Energy Companies Satisfaction Survey.
Our supply partner SSE aims to lead the industry by reducing the average time it takes them to resolve a complaint from six days to four days. In an independent report commissioned by our regulator, Ofgem, in September 2014 SSE was the leading supplier for complaint handling amongst the major suppliers. They are proud to have been recognised as the best performing energy supplier for complaint handling in every quarterly Citizens Advice Energy Supplier Performance report since it was first launched in 2010.* But they don’t stop there. They took on board the report findings and are working hard to enhance their performance as part of their commitment to continual improvement.
We continually review our Complaints Handling Procedure and publish our Annual Complaints Report on our website, so that you can see how we’re doing.
A report by Ombudsman Services: Energy also showed that between April and June 2015 the number of complaints it accepted from SSE (Ebico’s supply partner) customers was the lowest among Great Britain’s 10 largest suppliers, with just 3.98 complaints for every 100,000 SSE customers compared to an industry average of 27.234. However, their aim is to remain the best in the industry at putting things right and they want to improve their performance further still.
So, from now on, we will inform you of your right to contact the Ombudsman for resolution of your complaint after just six weeks, rather than the mandatory eight weeks, as part of our efforts to raise the bar on complaint handling. Our ambition over the next 12 months will be to reduce the time even further to four weeks. As part of this we are making it easier for you to contact us and follow up on complaints. We have introduced SMS texting as an easy way to contact us while dealing with a problem as well as providing you with direct routes back to our expert handlers.
* Citizens Advice, formerly Consumer Futures, has published performance data on major suppliers’ complaint handling since
2010. The latest data can be found here.