Q2 2012

Complaints reporting from 2012 second quarter (April - June).

 

The number of complaints we got

The numbers

Residential: 235,404
Micro Enterprise: 50,502

What do the numbers mean?

 We have over 7.5 million electricity and gas customer accounts.  In the second quarter of 2012, we had 3,105 complaints per 100,000 residential accounts.

We’ve seen a slight increase in the number of residential complaints that we received in this quarter, and a slight decrease in the number of complaints we’ve received from Micro Enterprise customers. 

As part of our Reset Review, we’ve reduced the number of tariffs we have by a quarter and made changes so that customers can now get any tariff, regardless of how they contact us.  We hope to see the number of complaints we see relating to confusion about tariffs go down as a result.

Complaints we didn't settle before the end of the next working day

The numbers

Residential: 14,495
Micro Enterprise: 3,779

What do the numbers mean?

We’re pleased that the number of complaints we didn’t solve at the end of the next working day has continued to fall. 

We’ve been strengthening our service to resolve complaints quickly by setting up specialist complaints teams who can focus on the problems that have been raised. 


Complaints we didn't settle in eight weeks

The numbers

Residential: 2,382
Micro Enterprise: 722

What do the numbers mean?

The number of complaints we have that take us more than 8 weeks to solve remains relatively static. 

It can sometimes take us a while to resolve more complicated complaints (e.g., if we need to work with other suppliers or have to get extra information from our customers). But we know that we need to focus on this area.

If they wish, customers can take their complaint to the Ombudsman Services after eight weeks have passed, if they’ve give us the opportunity to resolve the issue first.


Complaints where we've had to send out a deadlock letter

The numbers

Residential: 149
Micro Enterprise: 350

What do the numbers mean?

‘Deadlock’ means we’ve investigated a complaint as much as we can. We’ve offered a solution that we believe is right but the customer hasn’t accepted it. At this point a customer can take their complaint to the independent Ombudsman for energy consumers.

We’ve seen more residential complaints being “deadlocked” but this does allow customers to then go to the Ombudsman and get an independent view on their complaint.


Complaints that have gone to the Energy Ombudsman

The numbers

Residential:  226
Micro Enterprise: 73

What do the numbers mean?

This happens when we’ve reached ‘deadlock’ (see above). A customer can also go to the Ombudsman if they’ve been waiting for eight weeks and we still haven’t settled their complaint, so long as a customer has given us the opportunity to try and resolve the issue.

The Ombudsman will look at the case and make an independent decision. The Ombudsman’s decision is binding on us and we will always try and learn from the decision where the Ombudsman feels we should have done more.

What was the biggest problem in the second quarter of 2012 for residential customers?

In the second quarter of 2012, the biggest cause of complaint for our residential customers was again problems with general customer service.  We are focused on improving the quality of the conversations our advisors have and have invested in more training and better ways of sharing information which we hope will help.

What was the biggest problem in the second quarter of 2012 for Micro Enterprise customers?

In the second quarter of 2012, the biggest cause of complaint for our Micro Enterprise customers was related to billing.  This is something that we are looking at as part of our Reset Review and hope to be able to make changes in this area to address some of these issues.

What should I do if I want to complain about E.ON?

We have a clear process for handling complaints. The first step is to contact us and let us know you’re unhappy. It’s important that we hear directly from you about what’s making you unhappy so we have a chance to fix it.

Independent help and advice

If you have already spoken to us but would like to get additional impartial, clear and practical advice you can, at any point, visit www.adviceguide.org.uk or call Citizens Advice helpline on 03454 04 05 06.