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.

Alternative Dispute Resolution

If you’re not satisfied with the outcome of our internal review of your case, you can refer your complaint to an appropriate Alternative Dispute Resolution scheme. The scheme is designed to provide an independent review of complaints and decide the outcome where a supplier and their customer are unable to agree on a resolution. We are subscribed to two different Alternative Dispute Resolution schemes. Which scheme you contact depends on what your complaint is about. Both offer a free and independent service for customers.

Gas and electricity customers

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

    • your complaint is about gas or electricity 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

    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 any of our business solutions such as Electric Vehicle charging points 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

      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%