E.ON Next customer service and complaints

1. 1

   Stage 1

   Contact E.ON Next customer service

   Same day

   Call 0808 501 5200 or email unhappy@eonnext.com. Explain the billing, meter or supply problem and ask for a complaint reference.

   Record the date, adviser name and reference.

   For a gas leak or loss of supply, call the network operator first. The national gas emergency number is 0800 111 999.

2. 2

   Stage 2

   Raise a formal complaint with E.ON Next

   Within 8 weeks of the issue

   Put the complaint in writing through the complaints page or by email. Include your account number, meter readings, key dates and the remedy you want.

   Ask for written acknowledgement.

   Keep copies of bills, meter photos and chat transcripts.

3. 3

   Stage 3

   Wait for the final response

   Up to 8 weeks

   E.ON Next has up to eight weeks to resolve a formal complaint. If it offers a resolution, get the credit or action confirmed in writing.

   Check that any credit appears on your next bill.

   You can ask for a deadlock letter before the eight weeks are up if talks stall.

4. 4

   Stage 4

   Escalate to the Energy Ombudsman

   After 8 weeks or a deadlock letter

   The Energy Ombudsman is free and independent. It can review the complaint after eight weeks or as soon as you have a deadlock letter.

   Submit your complaint reference, timeline and evidence.

   The supplier must comply with an ombudsman decision you accept.

5. 5

   Stage 5

   Know what Ofgem can and cannot do

   Anytime

   Ofgem does not resolve individual billing disputes. It monitors supplier behaviour and can act where it sees a pattern of rule-breaking.

   Report systemic issues through Ofgem or Citizens Advice.

   For a money claim the ombudsman cannot award, court is the remaining route.

Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.