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.

See what we've done with the complaints we've received in our complaints figures report.


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 0345 404 0506 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. 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.ombudsman-services.org/energy 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.

Our complaints figures

Annual report

Number not resolved by end of next
working day

Reports (open in new window)

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 

Q2 2015

230,119

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%

Q2 2014

 279,609

 3,921

 268,307

 3,763

 79.96%

 92.93%

 

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

Apr - Jun 2014

Jul - Sep 2014

Oct - Sep 2014

Jan - Mar 2015

Apr - Jun 2015

Customer service

39%

44%

50%

44%

 40%

Bills and letters

31%

27%

22%

26%

 29%

Payments

13%

11%

11%

12%

 16%

Metering

12%

12%

9%

11%

 9%

Systems

2%

3%

3%

5%

 5%