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. 

Let us know about your complaint

If your account number starts with 39, please log in to your online account and fill out the form. You can find the form within your account page under the help menu. Alternatively, fill in our contact us form and we'll get back to you.

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

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.

0345 052 0000

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.

See complaints data

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 them on the Citizens Advice consumer helpline on 03454 04 05 06 or fill in their energy query form. 

Boiler, cavity and heat pump customers

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:

 

- Calling 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

- Writing to us at: Resolutions Team, E.ON Energy Installation Services Limited, Greenwood House, 3rd Floor, Westwood Way, Coventry, CV4 8TT

- Emailing us at: installationservicescomplaints@eonenergy.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: complaint.info@financial-ombudsman.org.uk

Gas and electricity customers

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

  • your complaint is about gas or electricity, including Feed-In Tariffs, Green Deal or your HEAT account and has been ongoing for 8 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 Ombudsman Services: Energy

Phone: 0330 440 1624

Email: enquiries@os-energy.org

Website: www.ombudsman-services.org/energy

Post: PO Box 966, Warrington, WA4 9DF

Ombudsman Services

Complaints about anything else

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 8 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: enquiries@ombadr.org

Website: www.utilitiesadr.co.uk

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

Alternative Dispute Resolution scheme

If you joined us online

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

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

How to videos

Our step by step videos show you how to pay your bill, give us a meter reading plus lots more.

Watch our how to videos

Telephone numbers

If you would prefer to get in touch by calling us, you can find our telephone numbers here.

See telephone numbers

Complaints reports

Our complaints reports show how we've been dealing with your complaints.

Read our complaints reports