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:

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:

If you’re not satisfied with the outcome of our internal review of your case, you can refer  your complaint to our Alternative Dispute Resolution scheme. The scheme is run by Ombudsman Services: Energy, who offer a free independent service.

You can have your complaint reviewed by Ombudsman Services: Energy if 1) your complaint about gas or electricity, including Feed In Tariffs, has been ongoing for 8 weeks or more or 2) we have sent you a Final Resolution Letter (also known as a deadlock letter) describing what we can do to resolve your complaint. .

If your complaint is about anything other than gas or electricity and you’re not satisfied with our resolution, we’ll send you a final resolution letter (also known as a deadlock letter) with all the information you need to contact Ombudsman Services : Energy if you wish to do so.

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

Online Dispute Resolution

If you joined us online, you can refer your complaint to our Alternative Dispute Resolution scheme using the Online Dispute Resolution platform (ODR).

You’ll need the below information when filling in the form:

Alternative Dispute Resolution and Online Dispute Resolution are there to help resolve disputes between energy suppliers and their customers. It’s free to use, and Ombudsman Services: Energy are 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)

2016

185,971

Complaints report 2016 (PDF)

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 
Q3 2016 106,637 1,643 104,898  1,616 61.62% 89.00% 
Q2 2016 114,535 1,720 111,992 1,681
63.47% 89.67%

Q1 2016

139,526

2,039

136,156

1,990

67.86%

90.27%

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%

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 2015

Jul - Sep 2015

Oct - Dec 2015

Jan - Mar 2016

Apr - Jun 2016

  Jul - Sept 2016   

Customer service

40%

 42%

 45%

47%

43%

 44%

Bills and letters

29%

 26%

 25%

25%

31%

 31%

Payments

16%

 16%

 12%

  11%

13%

 13%

Metering

9%

 12%

 11%

  11%

9%

 10%

Systems

5%

 3%

 2%

  3%

2%

 1%

 
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

    Dec 15

    Overall satisfaction

    42%

    42%

    48%

    48%

    Resolution satisfaction

    44%

    50%

    51%

    53%

    Agreed treated fairly

    43%

    46%

    52%

    51%