Complaints

We try very hard to get it right but we know we get it wrong from time to time. We want to learn from our mistakes though, 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. We will not respond to mass lobbying campaigns as it affects the overall service our customers expect from us.

Resolving your complaint

Sometimes we get things wrong; please tell us because we're really passionate about putting it right.

Here's how you can contact us:

  • Complete our online form.
  • Call us on 0345 303 4060. We're here 8am-6pm Monday to Friday.
  • Write to us at Business Customer Service, E.ON Energy Solutions Ltd, PO Box 2010, NG1 9GQ
  • Minicom on 0800 056 6560 using our textphone for deaf 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.

The resolution of your complaint might include actions to put our mistake right, an apology, an explanation, and compensation.

We aim to resolve eight out of ten complaints within two days. We expect to be able to resolve most other complaints within three weeks, but we’ll tell you if we can’t.

Reviewing your complaint

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 your complaint, what advice we’ve given you and what we’ve offered to do to see if we should do anything differently. We will let you know what the outcome of the review is and the reasons for our decision.

We will normally take less than two working days to carry out the review. If we agree to carry out other actions following the review we will let you know how long it is likely to take.

Citizens Advice Consumer Service

To 'Know Your Rights' and for free, independent, confidential and impartial advice on consumer issues visit www.citizensadvice.org.uk/energy. You can also call the Citizens Advice consumer helpline on 03454 04 05 06 or fill in their energy query form. You can do any of this at any point during the complaints process.

The Ombudsman Services: Energy

The Ombudsman offers an independent service which is free to use.

If you don’t accept the outcome of our internal review you can contact the Ombudsman providing your business meets certain criteria. If your complaint is less than eight weeks old, we will send you a ‘deadlock letter’ explaining what to do. If we have sent you a deadlock letter or if we have not resolved your complaint within eight weeks, you can contact Ombudsman Services: Energy on 0330 440 1624, email osenquiries@os-energy.org or write to Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF.

The Energy Ombudsman will carry out an independent investigation on your behalf. Any decision reached by the Ombudsman that you accept is binding on us, but not on you.

Our complaints figures

Annual report

Number not resolved by end of next
working day

Reports (open in new window)

 2015

190,608

 

Complaints report 2015 (PDF)


2014

233,504

Complaints report 2014 (PDF)

 

2013

76,861

Complaints report 2013 (PDF)

 

2012

60,121

Complaints report 2012 (PDF)

 

2011

60,798

Complaints report 2011 (PDF)

 

2010

63,089

Complaints report 2010 (PDF)

 

 

2015 saw our first independent over the phone research for our small to medium business customers as part of our ongoing commitment to be fair and honest in our dealings with you. We asked a selection of customers who had recently raised a complaint with us how satisfied they were with us about:

    • the overall handling of their complaint
    • outcome of their complaint
    • and how fairly they were treated

    Independent complaints satisfaction research


    May 15

    Sep 15

    Dec 15

    Overall satisfaction

    50%

    49%

    50%

    Resolution satisfaction

    51%

    55%

    48%

    Agreed treated fairly

    50%

    53%

    44%