We put our customers first and always make sure we listen and learn when things do go wrong. Every time a customer expresses dissatisfaction with any area of our services, we log it as a complaint. This ensures we always listen to our customers & work towards improving our services.
|Statistic||Jan - Mar 19||Apr - Jun 19||Jul - Sep 19||Oct - Dec 19||Jan - Mar 20|
|Number of complaints received||377||839||837||1312||1116|
|Number of complaints received per 10,000 customers||130||233||171||400||132|
|Number of complaints resolved||377||839||710||1008||957|
|Number of complaints resolved per 10,000 customers||130||233||145||307||113|
|Percentage of complaints resolved within one working day||71%||81%||50%||18%||82%|
|Percentage of complaints resolved within eight weeks||99%||99%||93%||99%||16%|
The total number of complaints we receive doesn’t tell the whole story, so we share information with our customers about our five most common complaints each quarter and the actions we’re taking to address this.
|Switching||We’re always learning and aim to reduce switching issues when in our control. We’d like to reassure customers that the vast majority of switches happen without issue.||We’re just as frustrated as our customers when there’s an industry delay and are working with other participants to improve the energy industry.|
|Billing / Meter Read||We’ve listened to our customers and redesigned our bill.||Thanks to customer feedback, our latest bills are much simpler to understand, and we’ve received great feedback so far.|
|Customer Service||We’re rerecording our phone answer system to ensure the recording is clear and coherent. Our web designers are redesigning our customer portal from the bottom up.||Customer service complaints include any issues relating to our portal, phone system and so on – it’s not just our friendly energy experts! We’re delighted to be rated 5 stars on TrustPilot.|
|Payment Issues||We’re working on integrating our third-party payment provider’s emails into our own CRM system. This will give us full control of customer communications.||Most of the complaints were about communications from our third-party payment provider. We take full responsibility for actions taken on our behalf and are acting to address issues.|
|Sales and Marketing||We’re working with third party comparison sites to make sure their information is up to date and accurate.||Yorkshire Energy do not conduct door to door or direct marketing. These complaints usually relate to information on third party websites. We understand it’s frustrating if a customer sees inaccurate information about YE elsewhere although unfortunately, this is often out of our control.|
Daisy Energy Supply Ltd. (trading as Yorkshire Energy) Company Number: 096 891 95 Registered Address: Yorkshire Energy, 46 The Calls, Leeds, LS2 7EY