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're an E.ON Click customer please log in to your online account and fill out the form. You can find the form within your account page under the contact us menu. You can also see how we manage complaints
  • If you're a boiler, cavity or heat pump customer, call us on 0800 054 6250 or find out more here 
  • If you have a general complaint call us on 0345 052 0000
  • If your complaint is about a smart meter account, call us on 0345 366 5973
  • If you have a moving home complaint call us on 0345 303 3020
  • If you're a prepayment customer and have a complaint 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.

Boiler, cavity and heat pump 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. You can contact us using one of the options below:

  • Calling us on 0800 054 6250 - we're here to discuss all your concerns 7am to 6pm Monday to Friday and 8am to 4pm on Saturday
  • Writing to us at: Resolutions Team, E.ON Energy Installation Services Limited, Greenwood House, 3rd Floor, Westwood Way, Coventry, CV4 8TT
  • Emailing us at: installationservicescomplaints@eonenergy.com

If your complaint is escalated to our Resolution Team they will aim to have your complaint closed within two working days. If they are unable to resolve your complaint within two working days they will tell you, we expect to be able to resolve most other complaints within 14 working days, dependent on materials and supplies.

If you’re not satisfied that we’ve resolved the issue, 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 to you. 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.

In the unlikely event of a flood or you can smell gas or think there’s a gas leak
Contact us on 0800 054 6250 we will escalate your complaint as a priority and will visit the property to resolve the issue within 24 hours.

What can you do if you are still not satisfied?
E.ON Installation Services is fully committed to the Ombudsman Services. In the unlikely event that we are not able to resolve your complaint after our internal review and you have received (full or partial) funding for energy installation products (for example ECO) you may have the right to refer your complaint to the Retail Ombudsman, known as Utilities ADR. Utilities ADR are a free and independent service which is empowered to resolve disputes between consumers and energy companies that have not been resolved within eight weeks 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 987 390


Email:
enquiries@ombadr.org

Website:
www.utilitiesadr.co.uk

Post:
Utilities ADR, 12-14 Walker Ave, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW

All Credit broking complaints
Once contacting us we’ll carry out a thorough investigation of the issues you have raised and then call you to discuss the results and the outcome of your complaint. If we’re not able to deal with your complaint over the phone then we will send you an acknowledgement letter no later than five business days after receiving your complaint. In this letter we’ll confirm that we’ve received your complaint and give you a date by when we plan to resolve your complaint. We’ll keep you updated on our progress. Once we’ve completed our investigation we’ll send our final response letter to you. In this letter we’ll clearly set out the results of our investigations and the outcome of your complaint. We aim to have a final response to you within eight weeks of your complaint.

What can you do if you are still not satisfied?
Our key goal is to give you a fair outcome however if following receipt of our final response letter you’re still not completely happy or we haven’t sent you a final response letter within eight weeks since you raised your complaint, then you may have the right to escalate your complaint to the Financial Ombudsman Service. We’ll confirm in writing whether you’re eligible to escalate your complaint to the Financial Ombudsman Service.

To contact the Financial Ombudsman Service:

Phone: 
0800 023 4567 

Website:
www.financial-ombudsman.org.uk

Post:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR 

Our energy complaints figures

Annual report

Number not resolved by end of next
working day

Reports (open in new window)

2017

549,268

Complaints report 2017 (PDF)

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 
Q2 2018 149,536 2,415 147,180 2,377 69.19% 93.48%
Q1 2018 163,750 2,607 159,419 2,538  68.88% 93.74%
Q4 2017 160,969 2,573 157,084 2,511  69.17% 93.74%
Q3 2017 156,736 2,553 152,963 2,491  70.88% 92.43%
Q2 2017
135,783  2,211 134,104 2,184 67.62% 92.52%
Q1 2017 139,477 2,250 137,075 2,211 67.39% 92.07%

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

Jan - Mar 2017

 Apr - Jun 2017

 Jul - Sept 2017   

 Oct - Dec 2017   

 Jan - Mar 2018   

Apr - Jun 2018

Customer service

50% 53% 58% 51% 47% 47%

Bills and letters

25% 24% 21% 21% 24% 25%

Payments

10% 11% 9% 10% 11% 13%

Metering

9% 7% 7% 10% 10% 9%

Sales and renewals

4% 2% 2% 2% 2% 2%

Systems

2% 2% 1% 4% 4% 3%