Making a complaint: Let us know if you're unhappy.
Getting your smile back.
We don’t want you to be unhappy, so once you’ve let us know that something’s not right, we’ll get straight on it. There are lots of ways we can get your smile back, this might include actions to fix our mistake, an apology, an explanation, or compensation.
If you’re still not happy that we’ve sorted it for you, you can ask for your complaint to be escalated. And if you’re still not happy, then ask us to carry out an internal review of your case. We’ll look at how we’ve handled it and the resolution offered. We’ll let you know the outcome of the review and the reasons for our decision. If we agree to carry out other actions following the review, we’ll let you know how long it might take.
Our aim is to find a resolution that works best for everyone involved as quickly as possible; keeping you updated along the way.
If we’ve not quite managed it.
We’re super confident that we can get you smiling again, but on the rare occasion where we can’t find a solution that works for everyone, and our final offer of resolution isn’t working for you, then we’ll send you a deadlock letter. This allows you to contact the Energy Ombudsman. We’ll also send you a deadlock letter if it’s taken us more than eight weeks to resolve your complaint.
If you want to get in touch with the Energy Ombudsman, you can call them on 0330 440 1624 or by email through their website. You can also write to them at: Ombudsman Service: Energy PO Box 966 Warrington WA4 9DF.
They’re a free and independent service, and will fully review the complaint, your concerns, and what we did to try and fix it. If the Ombudsman believes that we haven’t done our job, then they’ll tell us what we need to do. This could include an explanation or an apology, as well as actions we may need to take including compensation. We’re legally required to do what they ask, but you are not.
How to let us know you’re not happy.
Drop us an email anytime at email@example.com. You can also send our CEO an email at firstname.lastname@example.org. If you’d rather talk to us, then you can call us on 0808 501 5200, we’ll be here between 9am - 5pm Monday to Thursday, 9am - 4pm Friday. If a letter’s more your thing, then you can send one to: E.ON Next, Trinity House, 2 Burton Street, Nottingham, NG1 4BX.
No matter how you get in touch with us, we’ll need a few things from you:
Your contact details or account number, in case we need more information to resolve your issue.
Any background information on the issue.
The impact the issue is having on you.
What you would like to happen as a resolution.
A second opinion.
We get that sometimes you might want to get some advice from someone other than us, someone independent. You can contact Citizens Advice on 0345 404 0506 or have a look on the Citizens Advice website.
Resolver will also be happy to talk to you about your complaint.