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Making a complaint

If we’ve got something wrong, we want to know about it so we can put it right. You can contact us with a complaint by:

  • phone on 0300 30 30 635 (Monday to Friday, 9am to 6pm)

  • email to complaints@bulb.co.uk

  • post to Bulb, 155 Bishopsgate, London, EC2M 3TQ

How we handle complaints

Once we know the problem, we'll do everything we can to sort things out quickly. You can contact Citizens Advice at any time.

Once we know of your complaint, we'll do everything we can to solve the problem within five business days

If we aren't able to resolve things within eight weeks, you can contact the Energy Ombudsman for help

We'll follow the Ombudsman's decision, if you agree with it

Impartial Advice

Citizens Advice provides free, confidential and impartial advice on consumer issues. You can read more about your rights as an energy consumer on the Citizens Advice website, and you can ask them for help at any stage during a complaints process. You can contact Citizens Advice with an energy query, or call their free consumer helpline on 0808 223 1133.

The Energy Ombudsman is also there to help resolve disputes between energy suppliers and their customers. If we aren't able to resolve your complaint within eight weeks, or we've issued you a deadlock letter (a letter which details what has happened and what we have suggested), you can refer your complaint to their Energy team by calling the free helpline on 0330 440 1624.

The Ombudsman is completely independent and the services are free to use. They will make their decision based only on the information available. If you agree with their decision, we have to act on what they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision.

Reporting on complaints at Bulb

We regularly check on the number of complaints we receive at Bulb, and the underlying issues causing those complaints. We report to the energy regulator, Ofgem, on our progress. It's important to do this. By listening to what we're doing wrong, we can put those things right.

Our complaints over the last ten quarters

In the last 9 months we’ve hired more people, built better tools for our members and our team, and invested in technology and training. As a result, we’ve seen fewer complaints about service this quarter (Q2, 2020).

We’ve also improved the way we register and respond to complaints at Bulb. This means that more emails from members are now classified as complaints. And we’re resolving a higher percentage of complaints by the next working day, or within 8 weeks.

This quarter we’ve seen an increase in complaints about payments. We understand some members have been impacted by coronavirus (COVID-19) so we’ve been working on new ways to help our members who are struggling to pay.

QuarterNumber of complaints receivedNumber of complaints received per 100,000 accountsNumber of complaints resolvedNumber of complaints resolved per 100,000 accounts% complaints resolved by the end of the next working day% complaints resolved within 8 weeks
Q2 202030,006106527,80198728%97%
Q1 202018,31065117,28461519%89%
Q4 201910,91840710,56339419%88%
Q3 20199,5333837,42929856%95%
Q2 20197,3403207,35032147%99%
Q1 20194,7432504,30022780%98%
Q4 20184,4132824,29027579%97%
Q3 20181,6561101,4689785%85%
Q2 2018694636646076%100%
Q1 2018360703977078%100%
Q4 2017202391723387%100%

 

The top 5 reasons for making a complaint

Type of complaintQ1 2019Q2 2019Q3 2019Q4 2019Q1 2020Q2 2020
Metering7%17%29%31%27%12%
Billing43%40%31%28%32%42%
Service27%24%14%15%14%9%
Switching10%14%13%12%12%11%
Payment3%2%6%6%5%17%