Complaints & feedback

Complaints

How to make a complaint

Your feedback is really important to us, so when you feel something isn’t right then please tell us. We’ll make every effort to resolve the situation as quickly and efficiently as possible.

You can get in touch with us by either:

  • 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

Energy Installation complaints

We will independently assess your complaint and do all we can to resolve things to your satisfaction. If we can’t resolve your complaint there and then, we will carry out a full review and aim to respond to you within seven working days. We aim to have your complaint closed within 14 days, dependant on materials and supplies.

If your complaint about our services could cause potential harm to you, your possessions or members of the public we will escalate the complaint and will visit the property to resolve the issue within 24 hours.

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. 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.

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 Energy Ombudsman Services;

The Energy Ombudsman Service: is a free and independent service which is empowered to resolve disputes that have not been resolved within 8 weeks between consumers and energy companies. We’ll confirm in writing whether you’re eligible to escalate your complaint to the Energy Ombudsman.

For further information regarding the Ombudsman Services, Call us on 0800 054 6250.

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 8 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.

Financial Ombudsman Service – contact details:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR
www.financial-ombudsman.org.uk
0800 023 4567