Before You Complain
A complaint is more likely to be resolved quickly when the account details are correct and the evidence is in order before the first contact.
What To Include In Your Complaint
Include as much of the following as is relevant to the complaint.
The Complaints Process
Raise the complaint through the official route
Use E.ON Next's official complaints process. Contact details are available on the E.ON Next website. Raising the complaint formally creates a record and starts the process.
Ask for a complaint reference
Request a complaint reference number at the time of raising the complaint. This allows you to track progress and refer back to the complaint in future correspondence.
Keep all evidence and correspondence
Keep copies of every letter, email and bill. Note the date, time and name of any telephone contact. This record may be important if the complaint is not resolved.
Allow the supplier a reasonable opportunity to investigate
The supplier needs time to investigate the complaint properly. Regulatory timescales may apply depending on the type of customer and the nature of the complaint. Check the current rules for your customer type.
Request a written outcome
Ask for the outcome in writing. A written response sets out the supplier's position clearly and provides a record for any further steps.
Review any deadlock or escalation options available
If the complaint is not resolved to your satisfaction, review the escalation options available. These may include the Energy Ombudsman, depending on your customer type and the circumstances. Not every business complaint can be taken to the Energy Ombudsman. Check whether your business qualifies before escalating.
Microbusiness and Small Business Consumer status — why it matters
In the business energy market, some customers are classified as a Microbusiness or Small Business Consumer. This classification can affect certain consumer protections, complaint handling obligations and escalation routes, including whether a complaint may be eligible for the Energy Ombudsman.
Not every business complaint can be taken to the Energy Ombudsman. Eligibility depends on your customer type and the circumstances of the complaint. Larger organisations generally have fewer automatic protections than microbusiness customers under the energy supply licence conditions.
During the E.ON Next contract acceptance process, you may be asked to confirm your business classification. If you are unsure whether your business qualifies as a microbusiness or small business consumer, check with E.ON Next directly or refer to the applicable criteria set out in the energy supply licence conditions. The specific thresholds are defined in the licence conditions and official guidance — we do not reproduce them here as they can be updated.
If you believe your classification has been applied incorrectly, raise this with E.ON Next as part of your complaint. If the matter is not resolved, check whether your business qualifies for Ombudsman escalation before assuming that route is available.
Can The Best Energy Rates Help?
Where The Best Energy Rates arranged or manages the contract, and where suitable authority is in place, the team may help gather information, explain bills and communicate with the supplier. We cannot promise a successful outcome.
Broker ADR ID: C35THEB04
A complaint about E.ON Next and a complaint about The Best Energy Rates are separate matters and should be directed to the relevant organisation.