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 0345 052 0000
  • 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 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, including Feed In Tariffs, Green Deal or your HEAT account 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 Feed In Tariffs, Green Deal or your HEAT account 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

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 
 Q1 2017
139,477  2,250  137,075   2,211 67.39%  92.07% 
 Q4 2016  117,272 1,839 115,079 1,805 63.77% 90.75%
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%

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 2015

Oct - Dec 2015

Jan - Mar 2016

Apr - Jun 2016

  Jul - Sept 2016      Oct - Dec 2016      Jan - Mar 2017   

Customer service

 42%

 45%

47%

43%

 44%  48% 50% 

Bills and letters

 26%

 25%

25%

31%

 31%  26%  25%

Payments

 16%

 12%

  11%

13%

 13%  11% 10% 

Metering

 12%

 11%

  11%

9%

 10%  10%  9%

Sales and renewals

 1%  2%  3%  2%  1% 3%  4%

Systems

 3%

 2%

  3%

2%

 1%  1%  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

    Dec 15

    Overall satisfaction

    42%

    42%

    48%

    48%

    Resolution satisfaction

    44%

    50%

    51%

    53%

    Agreed treated fairly

    43%

    46%

    52%

    51%