Complaints

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.

On this page you'll find information on:

  • The steps to resolving your complaint
  • Citizens Advice Consumer Service
  • Alternative Dispute Resolution provider: Ombudsman Services
  • Our complaints figures

    Let us know about your complaint

    Sometimes we get things wrong; please tell us because we’re really passionate about putting it right. You can contact us using one of the options below:

    • If you have a general complaint call us on 0333 202 4606
    • If your complaint is about a smart meter account, call 0345 366 5973
    • If you have a moving home complaint you can call us on 0345 303 3020
    • If you're a prepayment customer and have a complaint please call us on 0345 303 3040
    • Phone: Find a full list of our phone numbers 
    • Email: Send us an email
    • Write: Customer Service Centre, E.ON, PO Box 7750, Nottingham NG1 6WR
    • Minicom: 0800 056 6560 textphone suitable for deaf customers.

    The steps to resolving your complaint

    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 nine 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.

    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. 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.

    Read more about how we handle complaints.

    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 provider: The Ombudsman Services

    Ombudsman Services is our Alternative Dispute Resolution provider for all of our products and services. They offer a free, independent service.

    If your complaint is about gas and electricity, including feed in tariffs, and it takes us any longer than 8 weeks to resolve your complaint you have the right to refer your complaint to Ombudsman Services: Energy. We’ll send you a letter to explain what to do.

    If your complaint is about anything other than gas or electricity, we’ll do our best to resolve it, but if you don’t accept our outcome we’ll send you a final resolution letter (also known as a deadlock letter) which will mean you can contact the Ombudsman. The final resolution letter will explain what to do next. You can contact Ombudsman Services: Energy on 0330 440 1624, email osenquiries@os-energy.org, visit their website, or write to PO Box 966, Warrington, WA4 9DF.

    The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It’s free to use, and they’re totally independent, so they don’t take sides.  If you agree with their decision, we have to act on what they say. This could be apologising, explaining what’s gone wrong, correcting the problem or offering compensation.

    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)

     

     

    Quarterly complaints figures

    Complaints reporting period (quarterly) Number of complaints opened Number of complaints opened per 100,000 customers Number of complaints resolved Number of complaints resolved per 100,000 customers   % of complaints resolved in less than a day  % of complaints resolved within 8 weeks 

     Q4 2015

     145,689

    2,080

    142,595

     2,036

     70.37%

    90.63%

    Q3 2015

    178,334

    2,539

    173,108

    2,464

    74.66%

    91.29%

    Q2 2015

    230,019

    3,237

    223,363

    3,144

    77.52%

    91.59%

    Q1 2015

    262,826

    3,695

    255,465

    3,592

    80.82%

    94.19%

    Q4 2014

    237,358

    3,352

    231,421

    3,268

    81.77%

    94.59%

    Q3 2014

     244,719

     3,478

     238,693

     3,393

     81.42%

     93.79%

     

    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.

    From January 2013, all suppliers started publishing complaints information in an agreed format, so we have adjusted our reports. We will continue to provide this quarterly information to show our performance over the last year. You can read about what we've been doing to deal with complaints on our report data page.

     

    Top reasons for complaints (as a % of the total complaints received)

    Reason

    Jul - Sep 2014

    Oct - Dec 2014

    Jan - Mar 2015

    Apr - Jun 2015

    Jul - Sep 2015

    Oct - Dec 2015

    Customer service

    44%

    50%

    44%

    40%

     42%

     45%

    Bills and letters

    27%

    22%

    26%

    29%

     26%

     25%

    Payments

    11%

    11%

    12%

    16%

     16%

     12%

    Metering

    12%

    9%

    11%

    9%

     12%

     11%

    Systems

    3%

    3%

    5%

    5%

     3%

     2%

     

    As part of our ongoing commitment to be fair and honest in our dealings with you, we’ve also commissioned our own, over the phone research with an independent agency.

    We asked 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

      Oct 14

      May 15

      Sep 15

      Overall satisfaction

      42%

      42%

      48%

      Resolution satisfaction

      44%

      50%

      51%

      Agreed treated fairly

      43%

      46%

      52%

       We’ll update this on a quarterly basis and let you know how we’re doing compared to the previous report.