We work hard to stop things going wrong so you don’t have to get in touch with us. But we know we’re not perfect, so if something’s not right, it’s important we fix it as soon as we can.
Ofgem, our industry regulator, says we must:
- publish our complaints procedure and make the process for handling complaints clear and straightforward
- follow our process every time
- make sure you know what the process is, and where you are in it, from the time you first make a complaint to when we resolve it
- Publish a residential complaints report every year in a place that’s easy to find on our website which will include information and figures about our complaints (click here to view our latest report)
We received 114,535 complaints between April and June 2016
The number of complaints received between January and March 2016 was 139,526. This was lower than the previous 3 months at 139,526. It was also less than half the number of complaints we received in same period of 2015, when we had 230,019.
We’ve reduced the number of complaints received over each of the last five quarters.This shows our intention to improve the level of service and our appetite to continuously resolve issues.You can see what we’re doing about the most common reasons for customers’ complaints below, on this page.
The percentage of complaints resolved by the end of the next working day has fallen very slightly against last quarter, and is also down against last year. We’ll always do whatever we can to resolve complaints as quickly as possible, but we also make sure that we fully fix the issue and prevent our customers having to complain about the same problem again.
Complaints that reach 56 days, has fallen slightly by 0.6%. This means that around 10% of customers’ complaints reached 8 weeks.
We have a clear process for handling complaints. The first step is to contact us and let us know you’re dissatisfied. It’s important that you let us know about what’s making you unhappy so we have a chance to fix it for you.
For more information on how we manage complaints and what you expect from us when you have a complaint, read our complaints handling procedure.
Customer Service is at the heart of everything we do. In December 2015, for the fourth year in a row, uSwitch once again ranked us number one for customer satisfaction out of the large suppliers.
We have signed up to the Energy Switch Guarantee - a set of 10 commitments that promise a speedy and safe switch from one energy provider to another.
Introducing Live Chat: In April we introduced live chat to our website to give customers a quick and easy method to contact us and get fast answers to questions.
Publishing Treating Customers Fairly Statements: Each year we publish a statement to share what we’ve done, and plan to do, to continue to treat customers fairly.
We focus on getting bills and letters right for our customers.
We contact customers to let them know if they could be paying less, or to give them reassurance if they are already making the most of the savings.
We‘ve seen an increase in the number of customers who have an online account, making it easy for us to contact customers by email and to view their account online, give us meter readings and find the best deal.
Our online Energy Saving Toolkit helps customers to get a better understanding of how much energy they have used. It shows a profile of their energy use and gives hints and tips on how to reduce it without compromising their lifestyle. Find out more about how you can save energy and money.
We offer a wide range of payment options, including Direct Debit and prepayment so that customers can pay in whatever way is easiest for them. Advisors are trained to be able to offer customers advice and support where they are struggling to pay. If anyone is having difficulty making payments, we advise them to get in touch as soon as possible so that we can help.
The E.ON Energy Fund can help vulnerable people with assistance in payment of energy bill arrears as well as the purchasing and replacement of white goods or gas boilers. You can also apply for a number of online courses to support you in managing your finances, stay out of debt, earn a qualification and if needed getting back into work. Applicants do not have to be supplied by E.ON to apply, but they do have to be eligible to apply.
You can apply either online at www.eonenergy.com/energyfund or by calling 03303 80 10 90 where you can request an application form or apply directly over the phone.
If you or a member of your household receive income based benefits, you may be eligible if you receive or match one of the following:
- Pension Credit
- A means tested Council Tax reduction
- Child Tax Credits (or the Universal Credit Equivalent) with a total household income of or less than £16,190
- Income Related Employment and Support Allowance, Income Support, or Income Based Jobseekers Allowance
- Working Tax Credits with a household income of or less than £16,190
- Universal Credit – so long as you’re not in work or self-employed
- Be confirmed as being terminally ill by a Doctor or Consultant.
- Have a serious or terminal illness which can be confirmed by a letter from a Doctor or Medical Practitioner
- Have been referred to the fund by a health professional
- Your total gross annual household income of £16,190 or less.
We’re working with customers who have more complicated meters that we can no longer support offering these customers advice on the best tariff.
We’ve continued to work to make energy simple for customers including trialling a virtual in home energy display for Smart customers so they can monitor their energy use on the display or from an app on their phone. So far this year we’ve installed over 100,000 smart meters.
Help managing your heating: we’ve also created E.ON Touch, to help customers control their heating, which we know makes up the biggest part of their energy bill.