So Energy Complaints
So Energy has one of the lowest complaint rates in the energy suppliers sector.
What customers experience
So Energy received 4,200 complaints in the 2024-H2 reporting period -- that is roughly 115.0 complaints per 100,000 customers, which is below the sector average of 181.9. Compared to other energy suppliers, So Energy receives fewer complaints per customer. Encouragingly, their complaint rate has been falling.
When customers do escalate to the ombudsman, 22% of disputes are found in the customer's favour -- a relatively low uphold rate, suggesting most complaints are handled reasonably before escalation.
Total Complaints
4,200
In 2024-H2
Rate (per 100,000 customers)
115.0 ↓
Ombudsman Uphold Rate
22%
of disputes found in customer's favour
Sector Average
181.9
per 100,000 customers
Complaints by Product
| Product ↕ | Complaints ↕ | Share |
|---|---|---|
| Electricity supply | 1,900 | 45.2% |
| Gas supply | 1,500 | 35.7% |
| Billing | 600 | 14.3% |
| Smart meters | 200 | 4.8% |
Complaint Rate Trend
How does So Energy compare?
Complaint rate per 100,000 customers
Bottom Line
If you are considering So Energy, their complaint record is reassuring. They perform better than most energy suppliers and customers are less likely to need to escalate issues. That said, no company is perfect -- if something does go wrong, you have the right to complain.
About This Data
Data sourced from official UK regulators for the period 2024-H2. Complaint rates are calculated per 100,000 customers. Ombudsman uphold rate from the Energy Ombudsman. Full methodology