We take any expression of dissatisfaction seriously, whether this be via our online form or over the telephone. Unhappiness can be expressed from either a customer or from someone speaking on behalf of a customer.
Over the past 12 months we’ve been trying to make our
complaints service simpler and easier for customers to understand, as we believe it’s important to provide great service to everyone.
For impartial advice on making a complaint to an energy company,
the Ombudsman is a great source of information.
You may have read about the unhappy Virgin Atlantic traveller and his
complaint letter that was rumoured to have led to a job offer from Sir Richard Branson. You might also find these BBC TV complaints including claiming one of the Eggheads is “not clever enough” an interesting read.
Let’s have a look at the complaints we get and what we do about them.
How many complaints we get on average
In the first quarter (January, February and March) of 2016 we received 139,526 complaints. We resolved
67% of them in less than a day ,and it took us between a day and eight weeks to fix 23% of them. The other 10% of these are still going through the steps we take to resolve complaints.
What are most of our complaints about?
On average, 43% of our complaints last year were about customer service. To improve this we’re working with the team, providing further training and making the conversations they have with customers easier, through removing the jargon. It’s not all bad news as we won Large Supplier of the Year for the fourth year in a row at the
uSwitch Energy Awards 2015, so we’re moving in the right direction to helping our customers.
An average of 27% of our complaints in 2015 were around bills and letters – this is why we’ve worked on our
Energy Saving Toolkit to help you see the energy you’re using and use only what you need. VIDEO
Complaints about payments made up an average of 14% so we’re working on better ways for you to pay –
Smart Pay As You Go is coming and with it the option to pay for your energy whenever or wherever you like.
We’re working on reducing the 11% of complaints we got about metering by installing more and more
smart meters. We’ve fitted around 450,000 smart meters now, and we will increase this number dramatically throughout this year.
The remaining 5% of complaints for the year were about our systems and issues that don’t fit into the above categories – we’re learning from and working on these too.
We work closely with the Ombudsman and colleagues around our company to make sure we’re putting our customers first. Find out more about
how we service our customers.
Our complaints research
As part of our commitment to be honest and open with our customers, we’ve done some research with an independent research agency. We contacted customers who had recently raised a complaint and asked how satisfied they were with the overall handling of it, the outcome and how fairly they felt they were treated. The results:
Independent complaints satisfaction research
Agreed treated fairly
To continue this commitment of being open and honest we’ll be posting our quarterly complaints report and letting you know what we’re doing to make things better. You can also find this information on
our complaints page.
If there’s something you’d like to talk to us about you can find us on
Facebook or tweet us @eonhelp.