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. 

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.

Live chat

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

Chat to one of our advisors online, now.

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 is regarding gas or electricity, including Feed-in Tariffs, Green Deal or your 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 SEGenquiries@eonenergy.com.

Feed-in tariff

For complaints relating to Feed-in Tariff, call 0345 301 4884 or email us at FiTenquiries@eonenergy.com.

If you joined us online

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

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: solarsupport@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

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 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 the Energy Ombudsman Services 

Phone: 0330 440 1624

Email: enquiries@os-energy.org

Website: ombudsman-services.org/energy

Post: PO Box 966, Warrington WA4 9DF

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: 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

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 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: enquiries@ombadr.org

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 SEGenquiries@eonenergy.com.

Feed-in Tariff

For complaints relating to Feed-in Tariff, call 0345 301 4884 or email us at FiTenquiries@eonenergy.com.

Alternative Dispute Resolution

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

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.

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.

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