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 email@example.com
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
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
Over the last 6 months we saw an increase in the time taken to resolve complaints. To put this right we’ve hired more people, built better tools for our members and our team, and invested in technology and training. It’s our number one priority to get service right for our members. We know that resolving complaints quickly is an important part of that.
We’ve also seen an increase in ‘metering’ complaints. These relate to the installation and performance of meters in our members’ homes. We started installing smart meters in February 2019, as part of the government’s nationwide upgrade to the energy system. This has been a technical challenge for every supplier, and has caused some unexpected issues for our members. So we’ve been working with our partners, other suppliers, the organisation in charge of the smart network (DCC), and our own technical teams to get things resolved as quickly as possible.
|Quarter||Number of complaints received||Number of complaints received per 100,000 accounts||Number of complaints resolved||Number of complaints resolved per 100,000 accounts||% complaints resolved by the end of the next working day||% complaints resolved within eight weeks|
The top 5 reasons for making a complaint
|Type of complaint||Q1 2019||Q2 2019||Q3 2019||Q4 2019||Q1 2020|