Eon -how to escalate complaint?

Blackdog

I wrote to Eon in February to complain about problems with my direct debits and although they acknowledged the letter I have not heard since. I wrote again in May and had no response at all. I have tried to email them but apart from the form on their website I can't find an email address to contact. Can anyone help with an email address at Director level of Eon? I am fuming that in four months they have not been back to me let alone resolved my complaints!

jalexa

Blackdog wrote: »

I wrote to Eon in February to complain about problems with my direct debits and although they acknowledged the letter I have not heard since...

In that case just go straight to an Energy Ombudsman referral citing no outcome by 8 weeks. EO will probably allow E.ON more time but I expect will get a quick response. Or else.

Blackdog

jalexa wrote: »

In that case just go straight to an Energy Ombudsman referral citing no outcome by 8 weeks. EO will probably allow E.ON more time but I expect will get a quick response. Or else.

Thanks for that advice, very helpful. It is really annoying that you have to go to the Ombudsman just to get Eon to respond to a complaint!

libra10

According to this page

http://www.eonenergy.com/At-Home/Contact/Complaint

Step 3
We would very much hope that your query will have been resolved by this stage, however, if you are still dissatisfied you can write to our Customer Service Director at E.ON, PO Box 9069, Nottingham, NG1 9BU, or alternatively email the Director of Customer Services, or call our dedicated team of specialists on 0345 302 4340. We will carry out a full review and respond to you within ten working days.

So that we can deal with your query more quickly please provide your full postal address, telephone number and account number (if you have it) in your email.

Good luck

Terrylw1

That's very poor management control.

The reps on here will I'm sure try and help, but the ombudsman would be appropriate as they have failed to do anything with your complaint. Introducing the ombudsman means they are targeted for resolution and cannot ignore it.

What's the issue? Can anyone on here help?

E.ON_Company_Representative:_Helena

Hi Blackdog,

This is not correct, there should be no reason for not answering your letters, we have obviously received them as we acknowledged the first one. In what way was this acknowledged?

I understand why you want this matter escalating now and I agree it has gone on for to long.

I am sorry about this and I hope I can get this sorted for you or point you in the right direction to get your complaint resolved as soon as possible.

libra10 has put further contact details on the thread already, but you can always email your details to me and I will be more than happy to help.

Helena

Blackdog

libra10 wrote: »

According to this page

http://www.eonenergy.com/At-Home/Contact/Complaint

Step 3
We would very much hope that your query will have been resolved by this stage, however, if you are still dissatisfied you can write to our Customer Service Director at E.ON, PO Box 9069, Nottingham, NG1 9BU, or alternatively email the Director of Customer Services, or call our dedicated team of specialists on 0345 302 4340. We will carry out a full review and respond to you within ten working days.

So that we can deal with your query more quickly please provide your full postal address, telephone number and account number (if you have it) in your email.

Good luck

Thanks Libra. I did write to the Customer Service Director address on 1 May and am still waiting for a reply. I wanted to email them over the weekend to complain about the lack of response but there is no published email address hence my posting on here. When you click the email link it just takes you to a web form which I had used originally and had no luck with . I appreciate your help.

Blackdog

Terrylw1 wrote: »

That's very poor management control.

The reps on here will I'm sure try and help, but the ombudsman would be appropriate as they have failed to do anything with your complaint. Introducing the ombudsman means they are targeted for resolution and cannot ignore it.

What's the issue? Can anyone on here help?

Thanks for your support. Although I am still requiring a resolution for my original complaint all I am focussed on now is getting them to respond to me! I will ask the reps for help.

Blackdog

E.ON_Company_Representative:_Helena wrote: »

Hi Blackdog,

This is not correct, there should be no reason for not answering your letters, we have obviously received them as we acknowledged the first one. In what way was this acknowledged?

I understand why you want this matter escalating now and I agree it has gone on for to long.

I am sorry about this and I hope I can get this sorted for you or point you in the right direction to get your complaint resolved as soon as possible.

libra10 has put further contact details on the thread already, but you can always email your details to me and I will be more than happy to help.

Helena

Helena,
My complaint was acknowledged by letter headed "Handling your complaint" it went on to say "We have started to look into your complaint and we will do our best to resolve it as soon as possible" etc.
It was dated 27 February 2012 and I have had no contact since despite writing again in May and complaining about the lack of response.
Blackdog

E.ON_Company_Representative:_Helena

Blackdog wrote: »

Helena,
My complaint was acknowledged by letter headed "Handling your complaint" it went on to say "We have started to look into your complaint and we will do our best to resolve it as soon as possible" etc.
It was dated 27 February 2012 and I have had no contact since despite writing again in May and complaining about the lack of response.
Blackdog

Hiya Blackdog,

Thanks ever so much for getting back to me.

I need to look in to this for you, something or someone has gone wrong with this and it really needs sorting out.

I will be more than happy to look at these issues of no reply and also resolve the original complaint.

I'm sure I can get this sorted for you, if you can email me your account details and details of the complaint I will do it asap.

Thanks

Helena