So Energy

Company Overview

What customers complain about

Complaint categories

1. 1
   Billing and direct-debit accuracy

   Disputes commonly involve direct-debit levels, statements, refunds of credit balances and final bills after a switch or move.

   Citizens Advice scored So Energy 3.0 out of 5 for billing and metering accuracy in Jan–Mar 2026.
2. 2
   Meter readings and smart-meter operation

   Complaints arise over smart meters not working in smart mode, estimated readings and installation, which is also the subject of Ofgem compliance engagement.

   Ofgem opened a compliance engagement in September 2025 into So Energy (with Ecotricity and Tomato Energy) over smart-meter obligations and meters not operating in smart mode.
3. 3
   Speed of contact and resolution

   Customers report waits to get through and delays in resolving complaints, with under half closed by the same or next working day.

   So Energy's own Q1 2026 figures show 46% of complaints resolved same/next working day; Citizens Advice scored contact waiting time 3.6 out of 5.
4. 4
   Complaint volume relative to size

   So Energy receives a comparatively high number of complaints for its customer base.

   Citizens Advice scored So Energy just 1.5 out of 5 for 'fewer complaints received' (Jan–Mar 2026); 57.1 complaints per 10,000 customers.

Latest statistics

• 8,086Complaints received (energy)Q1 2026 (Jan–Mar 2026, So Energy's own figures)
• 88%Complaints resolved within 8 weeksQ1 2026 (Jan–Mar 2026, So Energy's own figures)
• 2.86out of 5Citizens Advice star ratingJan–Mar 2026 (ranked 12th)

Two sources. So Energy publishes its own Ofgem-required quarterly complaints performance on its complaints page (period January–March 2026, its most recent quarter). Citizens Advice publishes an independent quarterly supplier customer-service league table (also January–March 2026). Figures are supplier-reported and period-specific, changing each quarter; they should not be read as a long-run rate.

Contact methods

• So Energy complaints team0330 111 5050
• Energy Ombudsman0330 440 1624

Complaint journey

1. 1

   Raise your complaint with So Energy

   Contact the So Energy complaints team by phone or email, or through your online account.

   Typical responseMon–Fri 9am–5pm
   What happens

   Contact So Energy on 0330 111 5050 (Mon–Fri 9am–5pm, closed bank holidays) or email help@so.energy, or raise it through your online account. Give your account number, name and full address so they can link the complaint to your account, and say clearly which service it concerns — energy supply, solar, battery, EV charger or ECO4 each has its own route. So Energy handles complaints under its published Complaints Code of Practice and in line with the Consumer Complaints Handling Standards regulations.

2. 2

   Investigation and updates

   So Energy investigates and works with you to resolve the complaint.

   Typical responseVaries
   What happens

   So Energy will investigate and try to put things right. Its own figures for January–March 2026 show 46% of complaints resolved by the same or next working day, so many are closed quickly, but more complex cases take longer and it will keep you updated while it works towards a resolution.

3. 3

   Final response or deadlock

   So Energy issues its final response, or a deadlock letter if it cannot resolve the complaint.

   Typical responseUp to 8 weeks
   What happens

   So Energy will issue a final response setting out its decision. If it cannot resolve your complaint, or you remain dissatisfied, it may issue a 'deadlock letter'. If your complaint is still unresolved after 8 weeks, you can escalate without waiting for a deadlock letter. So Energy's own figures show 88% of complaints resolved within 8 weeks (Jan–Mar 2026).

4. 4

   Escalate to the Energy Ombudsman

   Refer the complaint free of charge to the Energy Ombudsman for an independent decision.

   Typical responseRefer within 12 months
   What happens

   If you have a deadlock letter or 8 weeks have passed without resolution, refer your complaint to the Energy Ombudsman — a free, independent service — within 12 months. Contact 0330 440 1624, enquiry@energyombudsman.org, or Energy Ombudsman, P.O. Box 966, Warrington WA4 9DF. Its decision is binding on So Energy if you accept it.

Response times

If your complaint isn’t resolved

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

• Energy Ombudsman

Recent news

• 24 July 2026

  ESB confirmed it had begun a process to sell So Energy, appointing advisers to seek a buyer for the supplier, which serves around 300,000 UK homes, after concluding it no longer fits ESB's long-term strategy.

  Read more
• 2 September 2025

  Ofgem opened a compliance engagement into Ecotricity, So Energy and Tomato Energy over smart-meter installation obligations and meters already installed but not operating in smart mode, under Standard Licence Conditions 39A/49 (electricity) and 33A/43 (gas). By June 2026 the general case had closed but So Energy remained in reduced compliance engagement on smart-mode operation.

  Read more

Know your rights

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

  These rules require So Energy to handle your complaint properly and tell you about your right to go to the Energy Ombudsman after 8 weeks or on deadlock. This is general information, not legal advice.

• Energy supply licence conditions (enforced by Ofgem)

  So Energy's licence includes smart-meter, billing and vulnerability obligations that underpin many complaints — the subject of Ofgem's 2025 smart-meter compliance engagement. Ofgem enforces these but does not settle individual disputes. This is general information, not legal advice.

• Consumer Rights Act 2015

  Services, including energy supply, must be provided with reasonable care and skill; where they are not, you may be entitled to a remedy. This is general information, not legal advice.

Frequently asked questions