Q4 2016

Complaints reporting from the fourth quarter of 2016.

A quick summary 

The number of complaints has increased by 10,635 from 106,637 in quarter 3 of 2016 to 117,272 in quarter 4. This is 28,417 lower than the same quarter of 2015 when we received 145,689 complaints

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Complaints reporting in October to December 2016

The number of complaints we received

The number of complaints has increased by 10,635 from 106,637 in quarter 3 of 2016 to 117,272 in quarter 4. This is 28,417 lower than the same quarter of 2015 when we received 145,689 complaints

The total number of complaints we received in 2016 was 477,970. This is the lowest number of complaints received in year since we started publishing these numbers.

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. We have also increased the percentage of complaints we resolve within 8 weeks against the last quarter. We’re committed to do whatever we can to resolve complaints as quickly as possible, but we also 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.