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|
Top 5 reasons for complaints:
Direct Debit reviews and communication around them
We’re refining our internal processes and communications based on your feedback. Our billing systems are being upgraded and our account management teams expanded into dedicated teams for reviewing customer accounts. In addition we’ll look to improve our communications around your current account balance so you’re always fully aware of whether you’re in credit or debit.
Metering appointments and processes
We regularly review our standards and practices around our metering policies as well as those of our third party metering agents. Any complaints or enquires are escalated to the third party to be investigated.
We always aim for your energy bills to be as accurate as possible. However sometimes we experience a delay in generating them or they are produced with slightly inaccurate information. To make sure mistakes are kept to a minimum we’re improving our internal billing systems, changing our processes and have kept expanding the size of our billing team.
Timescales for processes
Sometimes issues take longer to resolve then we’d like them to. To fix this we’ve spent time and money improving our internal systems and processes to make sure we keep to and eventually reduce our stated timescales.
Account management and recording of information
We’re always improving our in-depth training and working hard to make sure that all our Account Managers can resolve your query within one call. And if they can’t, we’ll make sure that the information recorded on your account offers a comprehensive recap of any previous enquires or issues so you won’t have to repeat yourself if we need to follow up on anything.