E.ON Next

Citizens Advice rating

Domestic energy supplier. Products & services: Gas, Electricity.

Updated: 2 August 2026

Company Overview

Industry: Energy supply (gas and electricity)
Parent company: E.ON UK plc / E.ON SE
Regulator: Ofgem
Ombudsman: Energy Ombudsman
Founded: 1999 (E.ON Next Energy Limited incorporated 4 June 1999; launched as the E.ON Next brand in 2020)
Legal entity: E.ON Next Energy Limited (03782443)

780Complaints received per 100,000 customers
50.6%Complaints resolved by end of the same or next working day
3.71out of 5Citizens Advice star rating

What customers complain about

Customers most often complain to E.ON Next about billing and account balances, prepayment and smart-meter issues, the speed of getting through to and hearing back from its team, and the time complex cases take to resolve. E.ON Next's own Q1 2026 data shows 780 complaints received per 100,000 customers, with 50.6% resolved by the next working day and 90.5% within eight weeks, while Citizens Advice scored it 3.71 out of 5 (ranked 3rd) in Jan-Mar 2026. In November 2024 Ofgem secured a £14.5m package after E.ON Next failed to send final bills and refund credit to nearly 250,000 prepayment accounts. Complaints go first to E.ON Next's 'unhappy' team; if unresolved after eight weeks or on a final offer letter, customers can take the case free to the Energy Ombudsman.

Complaint categories

1
Billing, prepayment and smart-meter issues
Bills, account balances, prepayment credit and smart-meter functioning are recurring sources of complaints. Citizens Advice scored E.ON Next 4.3 out of 5 on billing and metering in Jan-Mar 2026, and Ofgem's 2024 action centred on prepayment final billing and refunds.
Citizens Advice E.ON Next details (Jan-Mar 2026); Ofgem press release, 20 November 2024.
2
Getting through to and hearing back from the team
Contactability and response speed are a known pain point. Citizens Advice recorded an average call-centre wait of 2 minutes 3 seconds and 90.7% of emails answered within two days, scoring E.ON Next 3.6 out of 5 on ease of contact in Jan-Mar 2026.
Citizens Advice E.ON Next details (Jan-Mar 2026).
3
Overall complaint volumes
E.ON Next's own Q1 2026 data shows 780 complaints received per 100,000 customers, and Citizens Advice scored it 3.0 out of 5 on 'fewer complaints received' (a complaint rate of 29.8 per 10,000 customers) in Jan-Mar 2026 — its weakest component.
E.ON Next 'Our complaints performance' page (Q1 2026); Citizens Advice E.ON Next details (Jan-Mar 2026).

Latest statistics

780Complaints received per 100,000 customersQ1 2026 (Jan-Mar 2026)
90.5%Complaints resolved within 8 weeksQ1 2026 (Jan-Mar 2026)
3.71out of 5Citizens Advice star ratingJan-Mar 2026 (ranked 3rd of suppliers)

Two official sources. E.ON Next's own 'Our complaints performance' page (most recent quarter published: Q1 2026) and the Citizens Advice quarterly energy supplier star rating (Jan-Mar 2026). Figures are for the periods stated. E.ON Next's page also reports an annual total of 114,511 complaints not resolved by the end of the next working day for 1 October 2024 to 30 September 2025.

Contact methods

Complaint journey

1
Contact E.ON Next's 'unhappy' team
Raise the issue with E.ON Next's complaints team.
Typical responseMost resolved straight away
What happens
Raise the issue by phone (0808 501 5200), WhatsApp, email (unhappy@eonnext.com) or post to Trinity House, Nottingham. E.ON Next says it aims to resolve most complaints straight away, though more complex cases can take longer.
2
Ask for a second opinion
Escalate internally to an expert or manager.
Typical responseVaries
What happens
If you are not happy with the outcome, email ceo@eonnext.com to ask for a second opinion from an expert or manager, who will review your complaint again.
3
Get a final offer letter or wait 8 weeks
Reach deadlock via a final offer letter or the 8-week point.
Typical response8 weeks
What happens
If E.ON Next cannot resolve it, it issues a 'final offer letter'. You can go to the Energy Ombudsman once you receive that letter, or if eight weeks have passed since you first complained without resolution.
4
Refer to the Energy Ombudsman
Take the dispute free to the independent Ombudsman.
Typical responseBinding decision
What happens
Take the dispute, free of charge, to the Energy Ombudsman (0330 440 1624). Its decision is binding on E.ON Next if you accept it, and it can direct an apology, action or compensation.

Response times

E.ON Next says it aims to resolve most complaints straight away, with more complex cases taking longer; its Q1 2026 data shows 50.6% of complaints resolved by the end of the next working day and 90.5% within eight weeks. Citizens Advice recorded an average call-centre wait of 2 minutes 3 seconds and 90.7% of emails answered within two working days (Jan-Mar 2026). E.ON Next's published pages do not state a fixed written acknowledgement window, but the key regulatory milestone is eight weeks: if your complaint is unresolved eight weeks after you first raised it, or E.ON Next issues a final offer letter sooner, you can escalate free to the Energy Ombudsman.

If your complaint isn’t resolved

If E.ON Next can’t put things right, you can escalate — free of charge — to an independent body:

Energy Ombudsman

Recent news

31 March 2026
In the Citizens Advice energy supplier star rating for Jan-Mar 2026, E.ON Next scored 3.71 out of 5 and ranked 3rd, scoring 5/5 on customer commitments and 4.3/5 on billing and metering, with its weakest component being 'fewer complaints received' (3.0/5).
Read more
20 November 2024
Ofgem secured a £14.5m package from E.ON Next after finding it failed to provide final bills within six weeks and refund credit balances to almost 250,000 prepayment meter accounts between February 2021 and September 2023, due to a billing-system error E.ON Next self-reported. It also agreed to write off debt for nearly 150,000 prepayment customers who had closed accounts in that period.
Read more

Know your rights

Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008
These rules require licensed suppliers like E.ON Next to receive, record, handle and resolve complaints properly and to signpost the Energy Ombudsman when a complaint is unresolved after eight weeks or on a final offer letter. This is general information, not legal advice.
Consumer Rights Act 2015
Energy supply and related services must be provided with reasonable care and skill; where a service falls short you can seek to have it put right. This is general information, not legal advice.

Frequently asked questions

How do I make a complaint to E.ON Next?

Contact E.ON Next's 'unhappy' team on 0808 501 5200 (business 0808 501 5699), by WhatsApp on the same number, or email unhappy@eonnext.com (8am-10pm daily). You can also write to Trinity House, 2 Burton Street, Nottingham NG1 4BX.

What if E.ON Next's first answer doesn't resolve it?

E.ON Next invites you to email ceo@eonnext.com for a second opinion from an expert or manager. If it still cannot be resolved, you can go to the Energy Ombudsman once you have a final offer letter or after eight weeks.

How good is E.ON Next at handling complaints?

E.ON Next's own Q1 2026 figures report 780 complaints received per 100,000 customers, with 50.6% resolved by the next working day and 90.5% within eight weeks. Citizens Advice scored it 3.71 out of 5 (ranked 3rd) in Jan-Mar 2026.

Who owns E.ON Next and who regulates it?

E.ON Next Energy Limited is E.ON UK's digital-first retail brand, part of the German E.ON SE group. It is regulated by Ofgem; individual disputes are resolved by the independent Energy Ombudsman, not Ofgem.

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