Q3 2015

Complaints reporting from the third quarter of 2015.


Complaints reporting in Q3 2015

The number of complaints we got

We recorded 178,334 complaints in quarter 3 of 2015. This stands as a significant fall against the previous quarter as we recorded over 50,000 fewer complaints than the period of April to June, over 65,000 fewer complaints versus the same period in 2014.

This reduction shows that much of the positive work we have done in continually trying to improve our level of service has had a direct impact on the number of complaints that we have received. This is further emphasised by the drop in ‘Complaints opened per 100,000 customers’ as we have reduced this number by around 700 against the last quarter, and 900 against the same period last year. Encouraged by this positive result, we are committed to continuing to reduce complaints and improve customer experience with E.ON.

It is important to us that, when things go wrong, we effectively and efficiently resolve the issues and learn lessons to address what’s causing dissatisfaction. In this way, we reduce the reasons for our customers to complain and we see a reduction in the number of complaints we receive.  You can see what we’re doing about the most common reasons for customer complaints on this page. We have been working hard to fix the things that go wrong and cause customer dissatisfaction.

Complaints we were able to fix before the end of the next working day and within eight weeks

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. Whilst we endeavour to resolve complaints a quickly as possible, we are dedicated to fully resolving issues, even where this takes slightly longer.

Complaints reaching 56 days is an area we have stated that we are committed to improving and that focus remains. The percentage of complaints that reach this milestone remained broadly consistent with the previous quarter, falling by 0.3%. This means that just above 8% of customer complaints reached 8 weeks.

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 dissatisfied. It’s important that we hear directly from you about what’s making you unhappy so we have a chance to fix it.