LoCO2 Energy Quarter One 2016 Complaint Figures
January to March 2016
We have had over 21,440 communications in the first quarter of 2016, in the
form of telephone calls, emails or letters from our customers. From these
21 opened an official complaint.
At the end of the quarter we had 12,010 domestic energy accounts.
Quarter
Number of
Complaints
Received
Number of
complaints
received
per
100,000
customers
Q1 2016
Jan–Mar
21
175
Number of
complaints
resolved
Number of
complaints
resolved
per
100,000
customers
%
resolved
at
day +1
%
resolved
at eight
weeks
25
208
16%
80%
Of the 21 complaints, the five most common issues concerned:
•
Billing
•
Credit Management
•
Customer Service
•
Payment Issues
•
Metering Issues
Within our complaints process we are constantly reviewing why things go
wrong and where we can improve our customer service, as well as ensuring
that we are fulfilling our ‘Standards of Conduct Charter’.
If you have any further feedback please email our dedicated customer
service team at [email protected].
If you would like information about our complaints handling procedure,
our annual complaints data or how to make a complaint please refer to
www.solarplicity.com/about/complaints
Solarplicity Energy Ltd, Batchworth House, Church Street, Rickmansworth, Hertfordshire, WD3 1JE
Tel: 0333 0044666
Fax: 0845 074 3602
Email: [email protected]
Web: www.solarplicity.com
Registered Address: Unit 8 Peerglow Centre, Marsh Lane, Ware, Hertfordshire, SG12 9QL
Registered in England 6895776 GB VAT No 975 7037 82