Steps to resolve your What counts as a complaint?

For Residential customers
Steps to
resolve your
We aim to make sure that we
handle all complaints fairly and
efficiently. We will always handle
your complaint confidentially.
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.
How we manage your Complaint
We work hard to try and stop things going wrong so that you don’t
have to complain, but we know we’re not perfect and when things
aren’t right we need you to tell us.
Contact us using one of the options below, let us know what
the problem is and we will aim to fix it straight away:
• Call us on 0345 300 6301 8am to 8pm Monday to Friday
and 8am to 6pm on Saturday
• Email via our website:
• Write to Customer Service Centre, E.ON, PO BOX 7750,
Nottingham NG1 6WR
• Minicom 0800 056 6560 textphone suitable for deaf
customers. A translation service is available: 0845 055 0065
We will always do our very best to resolve the complaint to
your satisfaction immediately. In some cases we’ll need to
find out more before we can fix the problem. We’ll tell you
what will happen next and if needed we’ll put you in touch
with a manager or a complaints specialist.
If you’re not happy with the resolution, then you can proceed
to step 2.
Call 0345 300 6301 to get a copy of
‘Steps to resolve your complaint’ in
braille, large print, a different
language or on audio cassette.
We may record phone calls from
time to time to help improve the
quality of our service.
Following Step 1, if you’re not happy with our decision
contact our Directors Office, who will independently review
the decision:
• Call us on 0345 302 4340
• Email our Director of Customer Operations via our website
• Write to E.ON PO Box 9069 Nottingham NG1 9BU. We will
come back to you within 10 working days.
The Ombudsman Services: Energy
Our standards of service
This is a free independent service and will give you help and advice
about your complaint. If you still aren’t satisfied after step 2 and
we’ve issued a deadlock letter, or if the problem has been going on
for more than 8 weeks you can contact the Ombudsman. (We’ll write
to you and let you know that you can take your complaint to them).
You may be referred back to us if you haven’t escalated your
complaint via our formal complaints process outlined in steps one
and two.
If your complaint is investigated and you decide to accept the
Ombudsman’s decision then the outcome of this is binding on us.
The Energy Ombudsman will carry out an independent investigation
on your behalf. As part of resolving your complaint they may ask us
to do one or more of the following – apologise, give an explanation,
take remedial action, award compensation.
Where appropriate, here’s how to contact the Energy Ombudsman:
Phone: 0330 440 1624 or 01925 530 263
Textphone: 0330 440 1600 or 01925 430 886
Email: [email protected]
Our Standards of Service set out the standards of service that you
should receive from us. If we, or your gas and electricity network
operator fail to meet these standards, you may be entitled to
You can find the details of your electricity or gas network operator on
your bill.
Citizens Advice
Need more advice
If you’ve already spoken to us but would like to get some free,
confidential and impartial advice on consumer issues you can at
any point visit or call the citizens advice
consumer helpline on 08454 040506 (0845 404 0505 for Welsh
Useful contacts
The following organisations may be able to offer you specialist advice
and information.
Age UK
Phone: 0800 1696565
Home Heat Helpline
The Home Heat Helpline advises energy customers concerned
about paying their energy bills and keeping warm during the winter.
It also gives advice to low-income households in need of heating help
and advice.
Helpline: 0800 336699
Energy Saving Trust
The Energy Saving Trust is organised as a social enterprise with
charitable status.
Gives independent and impartial advice to communities and
Phone: 0300 123 1234
National Debtline
The helpline that provides free confidential and independent advice
on how to deal with debt problems
Phone: 0808 808 4000
The Disabled Living Foundation
Is a national charity that provides impartial advice, information and
training on daily living aids.
Phone: 0845 1309177
The Money Advice Trust
Advice based on your personal situation can help you create a
financial statement if you have to go to court
Phone: 0207 653 9743
Learning from complaints
We are committed to continually improving our customer service and
we take account of any customer complaints to help with this. We
may also ask you for feedback on the service that you have received.
If you do have any suggestions or ideas on how we can improve,
please let us know.
Complaints reporting information
You can get free information on how well we are meeting
these regulations from our annual residential complaints report
by visiting our website or by calling our Customer Service
Centre 0345 059905.
We also produce additional complaints information four times a year
around the number of complaints we have received and the reason
for the complaint. Details of this can be found on our website:
Complaints handling procedure
Our complaints handling procedure is governed by the Consumer
Complaints Handling Standards Regulations 2008. You can read these
Regulations at
Residential sales complaints
Our face-to-face sales people comply with regulatory codes, including
the Doorstep Selling Regulations and condition 25 of our supplier
They also comply with the EnergySure Code of Practice. The Code
ensures a high standard of service including that all salespeople go
through a robust recruitment process and ongoing training.
On the rare occasion that any E.ON salespeople breach any of the
Codes, we will carry out an investigation. Following this, you may be
entitled to compensation depending on the circumstances.
Face to face complaints
To discuss making a complaint in person, call 0345 302 4340.
Our codes of practice
We operate codes of practice on:
• Help and advice for paying your bills
• Services for prepayment customers
• How we enter your home or business premises
• How we give advice to customers about energy efficiency
• Help and advice for customers with special needs.
You can get a free copy of these documents on our website at: or by
calling us on 0345 059 9905.
E.ON Energy Solutions Limited
Registered Office: Westwood Way, Westwood Business Park, Coventry,
CV48LG. Registered in England and Wales No: 3407430