Q2 2013

Complaints reporting from 2013 second quarter.

The number of complaints we got

We recorded 244,365 complaints for residential customers this quarter. We have over 7.5 million gas and electricity accounts which means there were 3,320 complaints for every 100,000, or 3.32% of customers complained.
There has been an increase in the number of complaints we recorded this is because we’re helping our employees get better at spotting and resolving complaints

Complaints we didn’t fix before the end of the next working day

The number of complaints sorted out by the end of the next working day remains steady at 92.6% (92.7% the previous quarter). We’re pleased we are still able to resolve a high number of complaints quickly.

Complaints we didn’t fix within eight weeks

98.8% of all residential customers’ complaints are sorted out within eight weeks. This has been increasing quarter by quarter and is 2.3% better than a year ago. This shows we’re fixing more things within this time frame.

Complaints we have agreed to send to the Ombudsman

Where we reach a point that we have done everything we can to fix a complaint, but we can’t agree an outcome with our customers we send a letter giving them the right to have their complaint looked at by the Ombudsman. (This is often known as a ‘deadlock’)
This quarter we sent 498 of these letters to customers, which is 0.2% of the complaints we got.

Biggest problem this quarter

The biggest problem for residential customers this quarter was customer service.

What should I do if I want to complain to 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.

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.