---
title: "Domestic complaints performance"
description: "Fuse Energy resolved every domestic complaint received in Q1 and Q2 2026. See our latest figures and the top reasons customers complain."
url: "https://www.fuseenergy.com/blog/domestic-complaints-performance"
updated: "2026-09-29"
---

# Domestic complaints performance

We make it easy to get help, with human support and an AI assistant available 24/7 in the app. If you raise a complaint, a senior agent takes ownership through to resolution. Below are our latest complaints figures, the most common issues customers raise and what we’re doing to address them.

| Reporting period | Complaints received | Received, per 100k customer accounts | Complaints resolved | Resolved, per 100k customer accounts | Resolved the same or next working day | Resolved within 8 weeks | Resolved after 8 weeks |
| --- | ---: | ---: | ---: | ---: | ---: | ---: | ---: |
| Q1 2026 | 231 | 50 | 231 | 50 | 3 | 214 | 14 |
| Q2 2026 | 187 | 31 | 187 | 31 | 4 | 94 | 89 |

## What our customers say

Fuse Energy is rated **4.8 out of 5 on Trustpilot**, based on over **12,800 reviews**, with **92% rated five stars**. Our senior management team reviews Trustpilot feedback daily to understand what’s working and where we need to improve. *Figures correct as of 28 September 2026.*

[Read our customer reviews on Trustpilot](https://uk.trustpilot.com/review/fuseenergy.com).

## Top 5 reasons for complaints

### Meter connectivity

Smart meters occasionally drop offline or struggle after an install or switch. Most of these cases are already resolved. We reconnect remotely where we can, and arrange a meter exchange when that isn’t enough.

### Bill corrections

Bills can change when a late meter reading arrives or we fix an estimate. We run proactive high-bill checks and reach out where a correction is needed, rather than waiting for someone to complain. We’re also improving how corrections show in the app so the numbers are clearer.

### High bills

A sudden jump in cost is worrying, so we investigate properly: usage history, appliances, and whether the meter itself is at fault. If something looks wrong, we send an engineer. We’d rather take the time to get the answer right than close it quickly with a guess.

### Disputed meter readings

When a reading doesn’t look right, we check it against industry data and ask for a photo or a fresh read if we need one. Once we have what we need, we correct the account.

### Credit checks & prepayment

Some joins require a prepayment top-up based on a utility credit assessment. We explain why, stick to our published terms, and a senior agent handles it if it becomes a formal complaint.

## Frequently asked questions

### Does Fuse resolve the complaints it receives?

Yes. In Q1 2026 we received 231 domestic complaints and resolved all 231, including 214 within 8 weeks. In Q2 2026 we received 187 and resolved all 187, including 94 within 8 weeks.

### How quickly are complaints resolved?

In Q1 2026, 214 of 231 complaints were resolved within 8 weeks, and 3 the same or next working day. In Q2 2026, 94 of 187 were resolved within 8 weeks, and 4 the same or next working day.

### What do you do about the issues customers raise?

A senior agent owns each case until it is resolved. The themes we see most are meter connectivity, bill corrections, high bills, disputed meter readings, and credit checks and prepayment, and we work through each one with the customer.

### How do I get help?

Message us in the Fuse app. Human support and an AI assistant are both available 24/7. If something needs a formal complaint, a senior agent owns it until it is resolved.

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**Disclaimer**

For the avoidance of doubt, this article is provided for informational purposes only and is not intended to constitute legal or financial advice. The author and/or Fuse Energy shall not be responsible for any losses arising out of any reliance on the information contained herein.