Good Energy's public terms include 15 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.
The promises
An agent can compare the request date against the 30/60 working-day rule using just the request date and account number.
“If we fail to offer you an appointment within the required timeframe, we will credit your account with £40.”Good Energy policy page, First-time Smart meter installation appointment availability
An agent can calculate the 6-week deadline from the known switch/move date and claim directly.
“If we don’t issue you with a final bill within 6 weeks, we will credit your account with £40.”Good Energy policy page, Final billing
Agent only needs the final bill date to check whether the 10-working-day refund deadline was missed.
“If we don’t meet these standards of performance, we will credit your account with £40.”Good Energy policy page, Credit Balances
Agent can compare the transfer completion date against the 5-working-day rule using account data alone.
“If we don’t meet these standards of performance, we will credit your account with £40.”Good Energy policy page, Supply Transfers
Requires confirming which specific promise (slot length, notice period, rearrangement) was broken, which may need account-specific appointment records.
“If we don’t keep to these promises, we will credit your account with £40.”Good Energy policy page, Metering appointments
Determining whether 'reasonable steps' were taken to complete the install requires judgement beyond simple record-checking.
“If we don’t keep to these promises, we will credit your account with £40.”Good Energy policy page, Smart meter installation failures
Needs the original fault-report date and confirmation the meter was later confirmed faulty, likely requiring supplier case records.
“Within 5 working days of you contacting us, we will: Complete an initial assessment to determine if your meter is faulty. If the assessment shows your meter is faulty, we’ll replace it or fix it remotely. ... If we can’t keep to any of the above commitments, we will credit your...”Good Energy policy page, Faulty meters – Credit meter
Requires precise contact and resolution timestamps from support records, not just public or order data.
“If you contact us on a working day, we will arrive at your property within 3 hours or fix the issue remotely within 3 hours. If you contact us on a non-working day, we will arrive at your property within 4 hours to fix the issue. ... If we can’t keep to any of the above...”Good Energy policy page, Faulty meters – Prepayment meter
Needs the exact report date and confirmation no written assessment confirmation was offered within the window.
“If we can’t keep to any of the above commitments, we will credit your account with £40.”Good Energy policy page, Investigating Smart meter operational issues
Needs confirmation of when payment/payment plan was agreed and when supply was actually restored, requiring account history.
“If we can’t keep to the above timeframes, we will credit your account with £40.”Good Energy policy page, Reconnection
Requires tracking two separate deadlines (20 and 21 working days) and the investigation outcome, likely needing case-specific records.
“If we fail to meet these standards of performance, we will credit your account with £40.”Good Energy policy page, Erroneous Transfers
Requires tracking the date an original GSOP failure was confirmed and whether the resulting £40 was paid within 10 working days.
“If we fail to meet any of the standards of performance which we have outlined above, we will pay compensation to you within 10 Working Days. If we don’t pay you within the 10-working day timeframe we will credit your account with an additional £40 for the inconvenience.”Good Energy policy page, When will we pay compensation?
Requires confirming a third-party network operator has already agreed to pay compensation, which an agent cannot verify from Good Energy data alone.
“Occasionally we may pass on a compensation payment which is owed to you by these parties. We will aim to do this within 10 Working Days and if we fail to do so, we will pay you an additional £40.”Good Energy policy page, Gas Transporters and Electricity Distributors
The refund is mandatory within a fixed deadline and only needs the final bill date and payment details.
“Refund any credit balance. ... If you choose a refund via cheque, we will post the cheque within 7 working days, ensuring you receive it within the 10 working days timeframe.”Good Energy policy page, Credit Balances
This is an unconditional, anytime refund request needing only account identification.
“You may request repayment of any credit balances on a live account at any time.”Good Energy policy page, Credit Balances
How to claim
Based on Good Energy's public terms and policy pages, read on 2 October 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.
Questions
Yes. Good Energy's public terms include 15 promises that pay out or give credit when something goes wrong, including: Credit if no first-time Smart meter appointment offered within 6/12 weeks; Credit for not issuing final bill within 6 weeks of switching; Credit for not refunding credit balance within 10 working days; Credit for not completing supply transfer within 5 working days.
The terms do not state a fixed deadline for these promises, but it is best to claim as soon as possible and in writing.
Good Energy has a Promise Score of 81 out of 100 (excellent), ranking #2 of 77 UK companies and #2 of 9 in Energy.