Charlotte key

Good afternoon Charlotte Key,

We’re very sorry to hear about your experience and the disappointment caused.

This is certainly not the level of quality or service we aim to provide, and we apologise for both the workmanship of the product and your experience following the return.

We can confirm that your refund has now been processed. If there’s anything further we can assist you with, please don’t hesitate to get in touch.

Best wishes,

Jessica Sculfor

Executive Complaints Advisor

Hi Charlotte,

Thank you for taking the time to share your feedback.

We’re very sorry to hear how disappointed you are with your experience, particularly regarding the delay, vehicle allocation and overall handling of the move. We understand how stressful moving home can be, and we regret that this situation added to that stress.

Our Service Incidents Team has reviewed your case in detail and has offered a partial refund in recognition of the disruption caused. While this was not intended as an admission of liability, it was offered as a gesture to acknowledge the inconvenience experienced.

We’re truly sorry that you remain unhappy with the outcome. We do take concerns like this seriously and use feedback to continually review our allocation and service processes.

Thank you again for sharing your experience.

Kind regards,
Emma

So glad you were happy with the service. Than you!

Hi Charlotte,

Thank you for sharing your feedback. We’re very sorry to hear about the disruption and frustration you experienced when the team didn’t show up as agreed. We completely understand how stressful it must have been, especially on such an important day.

We can confirm that our Service Incidents team has reached out to you directly and is actively working on resolving this matter. We truly regret that you were left in this situation and appreciate your patience as we work to address your concerns.

Thank you again for bringing this to our attention, and we hope to resolve this to your satisfaction as soon as possible.

Kind regards,
Emma

Short and sweet — just how we like it! 😊 Thanks so much!

Thank you so much for your review, Charlotte!

I'm really sorry to hear that you've had trouble getting through to us and using our App.

We're continuously updating our app in order to improve the user experience so please look out for any available updates which become available on the App Store.

If you're having trouble getting through to us on the phone currently and need to speak with us, there are a few ways to get in touch.

We have advisors available to help from 8am to 8pm during the week and 8am to 6pm Saturday. You can find numbers through the following link, as well as live chat or email us. We're also on Facebook and Twitter; https://www.eonenergy.com/contact.html

Thanks, Peter