Complaints

We're always working to make things better for you, which is why we want to know if you’re not happy.

What counts as a complaint?

A complaint is any contact from, or on behalf of, a customer or potential customer who is not satisfied with any part of our service. 

Live chat

Need help resolving a complaint, or advice about your account?

Chat to one of our advisors online, now.

Smart meters

Customers that have a smart meter. Call us on 0345 366 5973

Prepayment

Customers who pay for their energy as they use it by topping up their meter. Call us on 0345 303 3040

Moving home

For complaints relating to your home move. Call us on 0345 303 3020

Installation

For boiler, cavity or heat pump customers. Call us on 0800 054 6250

Get to the right people for your complaint

Solar

Our Customer Care team are trained to put things right for you straight away. 

Gas and electricity

If your complaint's regarding gas, electricity, your Green Deal or Heat account. 

Boilers, cavity and heat pumps

We'll do our best to resolve your complaint right away.

Ombudsman services

Who to contact if we've sent you a Final Resolution Offer Letter (also known as a deadlock letter).

Smart Export Guarantee

For complaints relating to the Smart Export Guarantee, call 0345 301 4884 or email us at [email protected].

Feed-in tariff

For complaints relating to Feed-in Tariff, call us on 0345 301 4884

If you joined us online

You can refer your complaint to our Alternative Dispute Resolution scheme using the Online Dispute Resolution platform (ODR).

The steps to resolving your complaint

1

Our aim is to take no longer than three weeks to deal with even the most complicated of complaints. The resolution of your complaint might include actions to put our mistake right, an apology, an explanation or compensation.

2

If you’re not satisfied that we’ve sorted it out, or you’re not happy with how we’ve dealt with things, we’ll carry out an internal review of your case. We’ll look into how we’ve handled it and the resolution offered. 

3

We will let you know what the outcome of the review is and the reasons for our decision.  If we agree to carry out other actions following the review we will let you know how long it is likely to take.

Our energy complaints figures

We started publishing detailed complaints data in March 2012, as we believed that it was important customers could see how their supplier dealt with problems.

Solar

Our Customer Care team are trained to fix any problems relating to Solar. If they can’t, they’ll escalate your issue to a manager who can put things right for you. You can contact us using one of the options below:

  • Call us on 0345 366 5981 - we're here to discuss all your concerns from 8am-6pm, Monday-Friday
  • Write to us at: Solar Support Team, E.ON Energy Installation Services Limited, Westwood House, Westwood Way, Westwood Business Park, Coventry CV4 8LG 
  • Email: [email protected]energy.com

If your complaint relates to our credit broking activity and you are not satisfied with the outcome or we have not provided a final response within eight weeks, you may have the right to refer your complaint to the Financial Ombudsman Service. We’ll confirm if and when at the appropriate time. Contact details:

Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Web: financial-ombudsman.org.uk

Email: [email protected]

Complaints about your supply

General complaints

We take our customer service seriously, and we'll do our best to put things right as soon as we can. Let us know why you're unhappy by giving us a call on 0345 052 0000.

Minicom on 0800 056 6560 using our textphone for deaf customers.

Or you can write to us at:

Customer Service Centre, E.ON, PO Box 7750, Nottingham NG1 6WR.

 

Boilers, cavity and heat pumps

Our Customer Care team are trained to put things right for you straight away. If they can’t, they’ll connect you with our Resolution Team, who are dedicated to fixing the problem for you. You can contact us using one of the options below:

  • Call us on 0800 054 6250 - we're here to discuss all your concerns 7am to 6pm Monday to Friday and 8am to 4pm on Saturday
  • Write to us at: Resolutions Team, E.ON Energy Installation Services Limited, Westwood House, Westwood Way, Westwood Business Park, Coventry CV4 8LG
  • Email: [email protected]

 

If your complaint relates to our credit broking activity and you are not satisfied with the outcome or we have not provided a final response within eight weeks, you may have the right to refer your complaint to the Financial Ombudsman Service. We’ll confirm if and when at the appropriate time. Contact details:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Web: financial-ombudsman.org.uk

Email: [email protected]

Ombudsman services

You can have your complaint reviewed by the Energy Ombudsman Services if:

  • your complaint is about gas or electricity, including Feed-in Tariffs, Green Deal or your HEAT account and has been ongoing for eight weeks or more, or
  • we've sent you a Final Resolution Offer Letter (also known as a deadlock letter) describing what we can do to resolve your complaint.

To contact the Energy Ombudsman Services 

Phone: 0330 440 1624, phonelines are open Monday to Friday 8am-8pm, and Saturdays 9am-1pm.

Email: [email protected]. Emails are responded to within five working days.

Website: ombudsman-services.org/sectors/energy

Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

 

Utilities ADR

You can have your complaint reviewed by The Retail Ombudsman, known as Utilities ADR if:

  • your complaint is about anything other than gas or electricity including Feed-in Tariffs, Green Deal or your HEAT account and has been ongoing for eight weeks or more, or
  • we have sent you a Final Resolution Offer Letter (also known as a deadlock letter) describing what we can do to resolve your complaint.

To contact Utilities ADR:

Phone: 02035 987 309

Email: [email protected]

Website: utilitiesadr.co.uk

Post: Utilities ADR, 12-14 Walker Ave, Stratford Office Village, Wolverton Mill, Milton Keynes MK12 5TW.

Smart Export Guarantee

For complaints relating to the Smart Export Guarantee, call 0345 301 4884 or email us at [email protected].

Feed-in Tariff

For complaints relating to Feed-in Tariff, call 0345 301 4884 or email us at [email protected].

Alternative Dispute Resolution

You’ll need the below information when filling in the form:

  • Our name:
    E.ON Energy Solutions
  • Our website:
    eonenergy.com
  • Our address:
    Westwood, Westwood Way, Westwood Business Park, Coventry, West Midlands, CV4 8LG
  • Our email address for ODR complaints:
    [email protected]

Heat

We've a dedicated customer service team of Heat specialists who are there to answer any questions you have relating to your heat queries.

Please call us on 0345 302 4312. We're here from Monday to Friday 9am to 5pm. Emergency support is available outside of these hours in the event of you losing your supply.

In no rush? You can email us at [email protected] and we’ll respond within five workings days. Please remember to include your Heat account number.

For general complaints you can write to us at:

E.ON Heat Team, Newstead Court, Little Oak Drive, Annesley, Nottingham, United Kingdom, NG15 0DR.

Minicom 0800 056 6560 textphone suitable for deaf customers.

General complaints

Write to us at:

Customer Service Centre, E.ON, PO Box 7750, Nottingham NG1 6WR.

Minicom on 0800 056 6560 using our textphone for deaf customers.

If you need independent advice

You can refer your complaint to one of the two Alternative Dispute Resolution schemes we subscribe to. You can do any of this at any point during the complaints process.   

Visit the Citizens Advice website, call the Citizens Advice consumer helpline on 0808 223 1133 (England) or 0808 223 1144 (Wales), or fill in their energy query form