Complaint report data - information and figures about our complaints

We work hard to stop things going wrong so you don’t have to get in touch with us. But we know we’re not perfect, so if something’s not right, it's important we fix it as soon as we can.

Ofgem, our industry regulator, says we must:

  • Publish our complaints procedure and make the process for handling complaints clear and straight forward
  • Follow our process every time:
  • Make sure you know what the process is, and where you are in it, from the time you first make a complaint to when we resolve it.

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.

What are we doing to improve complaints?

Putting customer service at the heart of what we do

We're continuing to focus on the training and coaching of our advisors, to successfully set them up with the skills and knowledge they need to deliver a fantastic customer service. This has included refreshing the knowledge needed to deal with customer complaints.

We are working hard to improve the time it takes to answer calls and to make it as easy as possible for customers to contact us. 

Bills and letters

We focus on getting bills and letters right for our customers and have updated a number of our letters to make them easier to understand.

We’ve launched a new online energy saving solution for our residential customers called E.ON See. This tool allows customers to easily see how much energy they're using, how this compares to their previous use, and where they can make changes to help them use less and spend less on their bills.  

 

Payments

Agreeing affordable and sustainable payment arrangements with customers continues to be a key focus.   

We offer a wide range of payment options, including Direct Debit and prepayment so that customers, where possible, pay in whatever way is easiest for them. Advisors are trained on how to offer fair payment arrangements to customers who can't afford to pay. If anyone is having difficulty making payments, we advise them to get in touch as soon as possible so we can help. 

The E.ON Energy Fund can help vulnerable people by providing assistance of energy bill arrears as well as the purchasing and replacement of white goods or gas boilers. You can also apply for a number of online courses to support you in managing your finances, staying out of debt, earn a qualification and if needed getting back into work. Applicants do not need to be supplied by E.ON, but they do need to meet eligibility criteria to apply. 

You can apply either online at www.eonenergy.com/energyfund or by calling 03303 80 10 90, where you can request that we send you a form by post or apply directly over the phone.

If you or a member of your household receives income based benefits, you may be eligible if you receive or match one of the following:

  • Pension Credit
  • A means tested Council Tax reduction
  • Child Tax Credits (or the Universal Credit Equivalent) with a total household income of or less than £16,190
  • Income Related Employment and Support Allowance, Income Support, or Income Based Jobseekers Allowance
  • Working Tax Credits with a household income of or less than £16,190
  • Universal Credit – so long as you’re not in work or self-employed
  • Be confirmed as being terminally ill by a Doctor or Consultant.
  • Have a serious or terminal illness which can be confirmed by a letter from a Doctor or Medical Practitioner
  • Have been referred to the fund by a health professional
  • Your total gross annual household income of £16,190 or less.

Metering

We’re continuing the smart meter rollout which will give customers control over their energy use and will help make estimated energy bills a thing of the past.