Q4 2018

Complaints reporting in Quarter 4 of 2018.

A quick summary

The number of complaints has increased by 10,729 from 154,517 in quarter 3 of 2018 to 165,246 in quarter 4 of 218. This is 4,277 complaints higher than in the same quarter of 217 when we received 160,969 complaints.

We changed how we categorise our complaints from July 2018 which is why our top five reasons are now different.

Complaints reporting in Quarter 4, 2018

The number of complaints

The number of complaints has increased by 10,729 from 154,517 in quarter 3 of 2018 to 165,246 in quarter 4 of 218. This is 4,277 complaints higher than in the same quarter of 217 when we received 160,969 complaints.

We changed how we categorise our complaints from July 2018 which is why our top five reasons are now different.

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 decreased since last quarter from 77.59% to 75.58%. The percentage of complaints we resolve within 8 weeks has increased slightly from 94.97% to 95.38% this quarter. We’re committed to doing whatever we can to resolve complaints as quickly as possible. We aim to always fully fix the issue, in order 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.