Good Energy

Company Overview

What customers complain about

Complaint categories

1. 1
   Feed-in Tariff (FIT) generation payments

   The top reason for complaints in Good Energy's 2023–2024 report. Because Good Energy administers FIT payments for over 48,000 generators, complaints cover missing or delayed quarterly generation payments, difficulties changing ownership or moving to another supplier, and problems verifying a generation meter in line with Ofgem requirements.

   Good Energy Complaints Report 2023–2024, 'top three reasons for complaints'.
2. 2
   Billing

   The second most common theme. Issues centre on getting regular, accurate and clear bills, accounts that have not been billed recently, and how meter readings are estimated where no actual reading is available.

   Good Energy Complaints Report 2023–2024, 'top three reasons for complaints'.
3. 3
   Customer service

   The third most common theme, covering all aspects of interaction with Good Energy. The company's Citizens Advice scores are strongest on complaints handling and billing/metering (4.0/5) but weakest on contact waiting time (2.6/5).

   Good Energy Complaints Report 2023–2024; Citizens Advice star rating Jan–Mar 2026 category scores.

Latest statistics

• 3.49out of 5Citizens Advice star ratingJan–Mar 2026

Figures below come from two primary sources: Good Energy's own Complaints Report 2023–2024 (period 1 Oct 2023 to 30 Sep 2024, domestic supply) and the Citizens Advice supplier customer-service star rating (period Jan–Mar 2026). Good Energy publishes ranked top complaint reasons but not a percentage share per theme.

Contact methods

• Good Energy complaints (customer service)0345 034 2400
• Good Energy online complaints formSubmit a complaint online; the team aims to call you first to try to put things right.
• Good Energy postal addressGood Energy, Monkton Park Offices, Monkton Park, Chippenham, SN15 1GH.
• Energy Ombudsman (free, independent escalation)0330 440 1624

Complaint journey

1. 1

   Contact Good Energy

   Raise your complaint by phone, email, post or the online form.

   Typical responseBy end of next working day (aim)
   What happens

   Raise your complaint with Good Energy by phone (0345 034 2400, 9am–5pm Monday to Friday), by email (hello@goodenergy.co.uk), by post (Good Energy, Monkton Park Offices, Monkton Park, Chippenham, SN15 1GH) or via the online complaints form. Good Energy aims to resolve complaints by the end of the next working day and, where a complaint cannot be resolved at first contact, will always offer an explanation and an apology and, where appropriate, take remedial action or award compensation.

2. 2

   Keep the complaint open

   If it is not fixed straight away, Good Energy keeps in touch while it investigates.

   Typical responseWithin 5 working days
   What happens

   If your complaint cannot be resolved immediately, Good Energy says it will contact you within five working days and regularly thereafter until the issue is settled. Keep a note of who you speak to and when.

3. 3

   Ask for an internal review

   If you are still unhappy, request an independent internal review of your case.

   Typical responseTarget 5 working days
   What happens

   If Good Energy's initial steps do not resolve the complaint, you can ask for an independent internal review by a different member of the complaints team. Good Energy targets completing this review within five working days.

4. 4

   Get a deadlock letter / final response

   After 8 weeks or at deadlock, Good Energy issues its final decision in writing.

   Typical responseWithin 8 weeks
   What happens

   If Good Energy cannot resolve your complaint, or eight weeks pass without resolution, it will issue a 'deadlock' letter setting out its final decision. This letter gives you the right to a free, independent review by the Energy Ombudsman.

5. 5

   Escalate to the Energy Ombudsman

   Take an unresolved complaint to the free, independent Energy Ombudsman.

   Typical responseFree and independent
   What happens

   With a deadlock letter, or once eight weeks have passed, you can refer the complaint to the Energy Ombudsman (0330 440 1624, enquiry@energyombudsman.org). The service is free and independent; its decision is binding on Good Energy if you accept it, and the Ombudsman can require an apology, explanation, remedial action or compensation. Citizens Advice and Advice Direct Scotland also offer free independent energy advice at any stage.

Response times

If your complaint isn’t resolved

If Good Energy can’t put things right, you can escalate — free of charge — to an independent body:

• Energy Ombudsman

Recent news

• 13 March 2025

  Good Energy Group PLC shareholders approved a takeover by Dubai/Abu Dhabi-based Esyasoft Holding valuing the company at about £99.4m (490p per share); the deal completed in March 2025 and Good Energy became a private, Esyasoft-owned business.

  Read more

Know your rights

• Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008

  These regulations govern how Good Energy must handle and record complaints and underpin your right to a deadlock letter and to escalate to the Energy Ombudsman after eight weeks. This is general information, not legal advice.

• Consumer Rights Act 2015

  Services such as energy supply must be provided with reasonable care and skill; if they fall short you can seek a repeat performance or a price reduction. This is general information, not legal advice.

Frequently asked questions