Citizens Advice responds to E.ON fine

26 Sep 2016 04:39 PM

Citizens Advice responds to E.ON being fined for customer service failings.  

Gillian Guy, Chief Executive of Citizens Advice, said:

“There is no excuse for poor customer service.

“When someone doesn’t turn up at an agreed time to fix a fault or take a meter reading it can be a real inconvenience and cause disruption in people’s lives - for which they should be compensated.

“It’s right that E.ON has come clean and reported its customer service failings to Ofgem, which means consumers can be compensated. We hope E.ON has learned from its mistakes and makes every effort to ensure these problems aren’t repeated in future.”

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.