Our promise.

At Sainsbury’s Energy we are committed to providing the best experience for our customers, which is why we aim to resolve even the most complex of complaints as fast as possible.

We’ll share our complaints performance with you every quarter, ensuring you’re up to date on our progress. We’re committed to addressing your concerns and resolving the key issues that make you unhappy.

Quarterly report - Q3 2024.

• We understand that our work for you is ongoing. We’ll continue to listen to your complaints and do our best to fix the key reasons that give you dissatisfaction. If you’d like more information about how we handle complaints, you can find it on our complaints page.

• Number of complaints opened - 922

• Number of complaints resolved - 950

• Number of complaints opened per 100,000 customers* - 1,023

• Number of complaints resolved per 100,000 customers* - 1,054

• Percentage of complaints resolved in less than a day - 58%

• Percentage of complaints resolved within eight weeks - 88%

*Calculated using the total customer base (accounts) at the end of September 2024. September 2024: Customer base (accounts) - 90,060.

Top reasons for complaints in Q3 2024.

Take a look at the top reasons for customers complaints as a percentage of the total complaints we received:

• Customer Service - 26.40%

• Payment issues - 25.90%

• Billing & Meter reading issues - unrelated with meter type - 19%

• Billing & Meter reading issues - smart/advanced meter related - 7.60%

• Meter installation/exchange or meter not working - smart or advanced credit meter - 4.90%

Our annual complaints report.

Between 1 October 2023 to 30 September 2024, we received 2,148 customer complaints that we couldn’t resolve by the end of the next working day.

Find our complaints handling procedure online or call us on 0808 501 5277 to request a copy.As an energy supplier, our complaints handling procedure is regulated by Ofgem.

You can find their Consumer Complaint Handling Standards Regulations online or purchase a hard copy from The Stationery Office Ltd (TSO) through their online bookshop or by calling 0333 200 2425.