Transforming complaint handling for a major UK energy supplier

Overview

A leading UK electricity and gas supplier was grappling with inefficiencies in its customer service operations. Serving millions of residential and business customers, the organisation faced increasing regulatory scrutiny and a steady decline in customer satisfaction scores. Legacy processes and fragmented complaint resolution were eroding trust and escalating costs.

To turn this around, the supplier sought a strategic partner capable of overhauling its complaint management approach, one that could drive measurable improvements, restore customer confidence, and deliver a more resilient service model in a rapidly evolving energy market.

Challenges

• High volume of aged complaints resulting in poor customer satisfaction
• Costly ombudsman complaints for unresolved complaints beyond 56 days
• Need for greater visibility of blockers to complaint resolution

How We Made It Happen

Hyper-focused Domain Specialists

• Introduced a bespoke team of Energy Specialists and a Team Manager to own complex and aged complaints
• Reviewed all NPS feedback and established a closed-loop process to identify process improvements and best practices

Real-world, Practical Collaboration

• Created an effective feedback loop with open support channels to reduce repeat issues

Boosting Efficiency and Compliance

• Managed the starting number of 300 aged complaints down to 156 of the most complex and aged within 56 days, with 9% recognised as having blockers
• Dedicated team maintained resolution within 24 hours at around 87% and 56-day resolution at 98%