Q3 2017

Complaints reporting from the third quarter of 2017.

A quick summary 

The number of complaints has increased by 20,953 from 135,783 in quarter 2 of 2017 to 156,736 in quarter 3. This is 50,099 complaints higher than in the same quarter of 2016 when we received 106,637 complaints.

This increase is due to us taking longer to answer the phone than we'd like to. It's something we're working hard to put right. 

Complaints reporting in July to September 2017

The number of complaints we received

The number of complaints has increased by 20,953 from 135,783 in quarter 2 of 2017 to 156,736 in quarter 3. This is 50,099 complaints higher than in the same quarter of 2016 when we received 106,637 complaints.

This increase is due to us taking longer to answer the phone than we'd like to. It's something we're working hard to put right. 

 

 

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 increased since last quarter from 67.62% to 70.88%. There has also been an increase in the percentage of complaints we resolve within 8 weeks against the last quarter from 92.52% to 93.43%. We’re committed to do whatever we can to resolve complaints as quickly as possible. We aim to make sure that we fully fix the issue once and for all to prevent our customers having to complain about the same problem again

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 you let us know about what’s gone wrong so we have a chance to fix it for you.

For more information on how we manage complaints and what you can expect from us when you have a complaint, read our complaints handling procedure.