Updated October 2026
The Promise Index: what companies owe you when things go wrong
We read each company's public terms and list every refund, service credit and compensation promise, with the deadline and how easy it is to claim. Every company gets a Promise Score out of 100.
87companies ranked
777promises listed
10sectors
100%from public terms
1EDF EnergyEnergy86Excellent · 35 promises35£30 if switch isn't completed within 15 working daysNo deadline stated · Simple to claim2Good EnergyEnergy81Excellent · 15 promises15Credit if no first-time Smart meter appointment offered within 6/12 weeksNo deadline stated · Simple to claim3Utility WarehouseBroadband80Excellent · 13 promises13Credit for a missed or late-cancelled engineer appointmentNo deadline stated · Simple to claim4OVO EnergyEnergy76Excellent · 20 promises20Late final statement after leaving OVOClaim within 42 days · Simple to claim5South Western RailwayTrain operators68Strong · 14 promises14Compensation for missing a connection due to a late trainNo deadline stated · Simple to claim6British AirwaysAirlines68Strong · 11 promises11Refund or validity extension if we fail to confirm your reservationNo deadline stated · Takes a few steps7AO.comRetail68Strong · 18 promises18Full refund, repair or replace for fault within 30 daysClaim within 30 days · Takes a few steps8Asda MobileMobile networks68Strong · 15 promises15Compensation for delayed number switch when joiningNo deadline stated · Takes a few steps9LumoTrain operators67Strong · 6 promises6Automated Delay Repay (ADR) for advance ticketsNo deadline stated · Simple to claim10TalkTalkBroadband67Strong · 6 promises6Credit for total loss of phone/broadband serviceNo deadline stated · Simple to claim11Great NorthernTrain operators66Strong · 7 promises7Automatic Delay Repay compensation for delays of 15+ minutesClaim within 28 days · Simple to claim12Jet2holidaysAirlines65Strong · 10 promises10Fixed-scale compensation for significant change or Jet2 cancellationNo deadline stated · Simple to claim13HalfordsRetail65Strong · 13 promises13Cancel and get full refund if delivery is more than 30 days lateNo deadline stated · Simple to claim14COOKDelivery64Strong · 9 promises9Refund or swap for missing meals on Click & CollectNo deadline stated · Simple to claim15TrooliBroadband63Strong · 13 promises13Pro-rata credit for continuous total loss of service of 3+ daysNo deadline stated · Takes a few steps16BlacksRetail63Strong · 11 promises11Reimbursement of delivery and return costs on valid faulty-goods claimNo deadline stated · Takes a few steps17EEBroadband62Strong · 5 promises5Compensation for late broadband/landline activationNo deadline stated · Simple to claim18PureGymGyms and fitness62Strong · 15 promises15Refund of membership fees for gym closures over 72 hoursNo deadline stated · Takes a few steps19easyJetAirlines62Strong · 6 promises6Compensation for cancellation, long delay, or denied boardingNo deadline stated · Takes a few steps20KCOMBroadband61Strong · 9 promises9Automatic compensation for late connection, repair or missed appointmentNo deadline stated · Takes a few steps21Connect FibreBroadband61Strong · 11 promises11Bill credit for network suspension beyond 3 working daysNo deadline stated · Simple to claim22Avanti West CoastTrain operators60Strong · 9 promises9Compensation for delays of 15 minutes or more (Delay Repay)Claim within 28 days · Takes a few steps23ArgosRetail60Strong · 15 promises15Service repeat or price reduction for Argos Plus failuresNo deadline stated · Harder to claim24GigaclearBroadband60Strong · 11 promises11Bill credit for suspension lasting over 3 working daysNo deadline stated · Simple to claim25Hull TrainsTrain operators60Strong · 8 promises8Delay Repay compensation for delays of 30+ minutesClaim within 28 days · Simple to claim26YouFibreBroadband59Strong · 13 promises13Bill credit for service suspensions lasting more than 3 daysNo deadline stated · Simple to claim27Pasta EvangelistsDelivery58Strong · 8 promises8Free replacement or store credit if order never arrivesNo deadline stated · Simple to claim28TUIAirlines58Strong · 7 promises7EC261 compensation for flight delay over 3 hours or cancellationNo deadline stated · Takes a few steps29HyperopticBroadband58Strong · 10 promises10Compensation for delayed service activationNo deadline stated · Simple to claim30John LewisRetail57Strong · 19 promises19Pro rata refund on provider-terminated appliance planNo deadline stated · Takes a few steps31Zen InternetBroadband57Strong · 9 promises9Right to cancel penalty-free if guaranteed broadband speed isn't fixed in 30 daysClaim within 30 days · Takes a few steps32CurrysRetail57Strong · 9 promises97 Day Fix Promise for breakdown repairsClaim within 7 days · Takes a few steps33ThameslinkTrain operators56Strong · 5 promises5Delay Repay compensation for delays of 15+ minutesClaim within 28 days · Takes a few steps34Parcelforce WorldwideDelivery56Strong · 5 promises5Up to £150 inclusive compensation for domestic loss/damageNo deadline stated · Takes a few steps35BTBroadband56Strong · 5 promises5Automatic compensation for landline/broadband loss of serviceNo deadline stated · Simple to claim36VodafoneBroadband56Strong · 7 promises7Late repair compensation £10.34/dayNo deadline stated · Takes a few steps37Onestream (Cuckoo)Broadband55Strong · 10 promises10Daily delay payment for missed installation target dateNo deadline stated · Takes a few steps38SoutheasternTrain operators54Fair · 6 promises6Delay Repay compensation for delays of 15+ minutesClaim within 28 days · Simple to claim39PlusnetBroadband54Fair · 11 promises11Automatic bill credit compensation for home phone faults/delaysNo deadline stated · Takes a few steps40British GasEnergy53Fair · 7 promises7Compensation for smart meter stuck out of smart mode over 90 daysClaim within 90 days · Takes a few steps41Royal MailDelivery52Fair · 6 promises6Special Delivery Guaranteed by 1pm delay compensation - £5Claim within 90 days · Takes a few steps42EvriDelivery52Fair · 7 promises7Refund of Charges for Late DeliveryClaim within 28 days · Takes a few steps43Jet2.comAirlines52Fair · 6 promises6EC261/2004 compensation claims for delay/cancellation/denied boardingClaim within 28 days · Takes a few steps44O2Mobile networks51Fair · 17 promises17Compensation for delays when porting your number to a new providerNo deadline stated · Harder to claim45EcotricityEnergy50Fair · 7 promises7Ecotricity pays for accuracy test if meter found faultyNo deadline stated · Takes a few steps46Sainsbury's EnergyEnergy48Fair · 11 promises11Possible compensation for gas deficit emergencyNo deadline stated · Harder to claim46Virgin MediaBroadband48Fair · 11 promises11Automatic Compensation for delayed repairs/installation or missed appointmentsNo deadline stated · Harder to claim48SouthernTrain operators47Fair · 3 promises3Compensation for delays of 15+ minutes (Delay Repay)Claim within 28 days · Takes a few steps49Grand CentralTrain operators47Fair · 8 promises8Charter Compensation for delays of 60+ minutesClaim within 28 days · Takes a few steps50NOW BroadbandBroadband47Fair · 9 promises9Refund/credit for line fault preventing viewing of paid contentClaim within 28 days · Harder to claim51E.ON NextEnergy46Fair · 10 promises10Compensation for gas deficit emergencyNo deadline stated · Harder to claim52iD MobileMobile networks45Fair · 8 promises8Free exchange for phone faults within first 30 daysClaim within 30 days · Harder to claim53Octopus EnergyEnergy45Fair · 9 promises9Compensation for missed/late appointmentsNo deadline stated · Takes a few steps54Honest MobileMobile networks45Fair · 5 promises5Refund for suspended service lasting more than a few daysNo deadline stated · Takes a few steps55DishpatchDelivery45Fair · 7 promises7Full refund if order refused or product unavailableNo deadline stated · Simple to claim56LNERTrain operators45Fair · 5 promises5Delay Repay compensation for delays of 30+ minutesNo deadline stated · Takes a few steps57toobBroadband43Fair · 9 promises9Toob will make good damage to your home's structure caused during installationNo deadline stated · Harder to claim58HughesRetail43Fair · 8 promises8Compensation for cost of replacement goods if Company fails to deliverNo deadline stated · Harder to claim59So EnergyEnergy43Fair · 16 promises16Fixed price protection during contract termNo deadline stated · Takes a few steps60GoustoSubscriptions43Fair · 6 promises6Credit for unavailable ordered goodsNo deadline stated · Simple to claim61EcotalkMobile networks42Fair · 9 promises9Telephone number change automatically counts as material detrimentNo deadline stated · Takes a few steps62VeryRetail41Fair · 10 promises10Pay off balance at old interest rate if new rate is rejectedNo deadline stated · Takes a few steps63Amazon UKRetail40Fair · 5 promises5Refund amount increases if reimbursement is lateClaim within 14 days · Harder to claim64SMARTYMobile networks40Fair · 6 promises6Compensation for service failuresNo deadline stated · Takes a few steps65ThreeMobile networks40Fair · 6 promises6Compensation for Three-caused delay in number portingNo deadline stated · Harder to claim66TalkmobileMobile networks38Fair · 5 promises5Pro-rata credit or termination right for network failure/degraded serviceNo deadline stated · Harder to claim67giffgaffMobile networks36Fair · 5 promises5Refund for wrong plan or accidental credit purchaseNo deadline stated · Takes a few steps68Tesco MobileMobile networks36Fair · 15 promises15Faulty phone refund/repair/exchange within 30 days (pay monthly)Claim within 30 days · Harder to claim69SimplyCookDelivery36Fair · 5 promises5Refund within 30 days if company cancels your contractClaim within 30 days · Simple to claim70Green ChefDelivery34Limited · 5 promises5Discretionary credit if Meal Box delivery is not feasibleNo deadline stated · Harder to claim71FieldGoodsDelivery29Limited · 4 promises4No charge for incorrect items sentNo deadline stated · Takes a few steps72Superdrug MobileMobile networks27Limited · 5 promises5One-off compensation for delayed number port-inClaim within 30 days · Harder to claim73TescoRetail25Limited · 4 promises4Choice of repair, replacement or full refund within 30 daysClaim within 30 days · Takes a few steps74ManyPetsInsurance25Limited · 5 promises5FSCS compensation if underwriter cannot meet liabilitiesNo deadline stated · Harder to claim75Field DoctorDelivery22Limited · 4 promises4Refund or exchange for defective or misdescribed itemsClaim within 14 days · Harder to claim76Parsley BoxDelivery21Limited · 4 promises4Refund/remedy for faulty, damaged or incorrect goodsNo deadline stated · Harder to claim771p MobileMobile networks20Limited · 6 promises614-day cooling-off cancellation without penaltyClaim within 14 days · Simple to claim
Rankings by sector: Broadband · Mobile networks · Delivery · Retail · Train operators · Energy · Airlines · Gyms and fitness · Insurance · Subscriptions
How we score
The Promise Score, in plain English
A higher score means the terms give customers more money-back, credit and compensation rights, and make them simpler to claim.
1. We read the terms
Only the company's published terms and conditions. Nothing private, nothing from customers.
2. We list each promise
Every refund, service credit, compensation payment, price promise and replacement, with the clause and the deadline.
3. We score it
Compensation and credit for the company's own failures count most. Simple claims count more, and a few strong promises beat many small ones.
Is your company listed?
AI assistants now read these promises and claim them for customers. Get a free one-page summary of what yours could cost, from your public terms, within one working day.
Questions
About the Promise Index
What is the Promise Index?
A ranking of companies by the promises in their customer terms that pay out when something goes wrong: refunds, service credits, compensation, price promises and replacements. For each company we list every promise, the deadline to claim, and how simple the claim is.
How is the Promise Score worked out?
We only count promises that give customers money back, credit, compensation, a refund or a free fix. Compensation and credit for the company's own failures count most, then refunds, replacements and price promises, then routine rights such as cooling-off. Simple claims count more than ones that need forms or evidence, and each extra promise counts a little less than the one before, so a few strong promises beat many small ones. Prize draws, fees and liability limits are never counted.
Where does the information come from?
Only from each company's own public terms and conditions. We read the published terms, list the promises in plain English and quote the clause, so you can check every line against the source.
How often is the index updated?
Companies are re-checked regularly and new companies are added every week. Each company page shows the date its terms were last read.
Something about my company is wrong. What do I do?
Open your company's page and use "Request a correction". We review every request and update the page, usually within two working days.
Why does this matter now?
AI assistants now claim refunds, credits and compensation for their users, and they never miss a deadline. Promises that were rarely claimed are about to be claimed far more often, which matters to customers and to the companies that made them.