Complaint Reporting

The energy industry has a reputation for poor customer service. But not Flow.  We genuinely care about our customers and we work hard every day to create a service you enjoy and we can be proud of.

Our complaints performance

We hope that you never have cause to complain to Flow. But, occasionally, things do go wrong. Due to the complex nature of the energy industry and the way that information is passed between many different parties, when things go wrong, it’s often not our fault. But whether it’s our fault or not, we always work as hard as we can to put things right for our customers as quickly as we can.

Quarterly complaint statistics

Quarter Number of complaints Per 100,000 accounts Number of complaints resolved Per 100,000 accounts % resolved within 1 working day % resolved within eight weeks
Q2 2016 1417 681 1290 620 20% 96%
Q1 2016 628 384 551 337 21% 100%
Q4 2015 423 434 382 392 23% 85%
Q3 2015 266 338 226 287 7% 77%
Q2 2015 208 311 208 311 10% 100%
Q1 2015 193 345 128 229 20% 86%
Q4 2014 179 278 100 155 17% 99.5%
Q3 2014 119 18 98 156 24% 93%
Q2 2014 81 129 77 124 22% 95%
Q1 2014 105 223 86 183 30% 93%
Q4 2013 257 513 253 505 26% 97%
Q3 2013 224 465 212 440 45% 97%
Q2 2013 170 1,613 157 1,490 51% 100%


Click here to see our annual complaint report.

Top 5 reasons for complaints:


  • Time taken to switch supplier
  • Erroneous transfers
  • General customer service
  • Payments
  • Meter readings

And what we’re doing about them…

Time taken to switch supplier

Unfortunately, switching supplier does take time, usually about 2.5 weeks due in However if a customer is delayed we will normally compensate for the savings that they would have missed.

Erroneous transfers

We do sometimes receive wrong information and switch customers to Flow who didn’’t want to transfer from their existing supplier – this is an erroneous transfer. When we are told about this we arrange to have the customer transferred back to their existing supplier as quickly as we can.

General customer service

Sometimes our service isn’’t to the standards that customers, or we ourselves, expect. Whenever this happens, we want to hear from customers, because we want to provide the best possible service. To help us counter some of the problems we’ve faced, we’’ve kept increasing the size of our customer service team since our launch. We also constantly review our processes and procedures, in light of every instance where we feel customers have been let down. We now feel that we’re well on track to provide a first class service.


We received some complaints about the amount we were taking by Direct Debit – sometimes it was too low or too high, due to an internal systems error. When this happened we immediately repaid any money that had been overpaid and and set up a new Direct Debit.

Meter readings

Some customers opening meter readings were not properly processed. We are investigating why this has happened. In the meantime, we’re making sure that every customer account is accurate and that no customer is disadvantaged.