Complaints

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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. You can contact us using one of the options below:

  • Phone: Click here to find our phone numbers
  • Email: Click here to 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.

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.

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 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.

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. 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 enquries@os-energy.org, visit www.os-energy.org or write to 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. As part of resolving your complaint they may ask us to do one or more of the following: apologise, give an explanation, take action to correct things for you, award compensation.

Citizens Advice Consumer Service

For free, independent, confidential and impartial advice on consumer issues visit www.adviceguide.org.uk or call the Citizens Advice consumer helpline on 0845 404 0506.