Treating our customers fairly
Our intention is to provide a service that is clear, simple and that supports our customers where they need it.
We always try to keep things as simple as possible and will take all reasonable steps to make sure that you fully understand the product or services that we offer.
We will never change anything about your product or service without clearly explaining why we’re doing so in advance. There are no hidden fees with us, we’re up front about everything.
We will seek to support our customers in any way we can, from our customer service team to our membership of the Warm Home Discount Scheme, Priority Services Register, smart meter installations and more.
We do our best to ensure that you are happy with the service we provide you. However, sometimes things go wrong or don’t work in the way you might have expected. If this happens we make it easy for you to contact us so that we can hopefully rectify the situation as soon as possible.
Independent help and advice
The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. Visit www.citizensadvice.org.uk/energy or call the Citizens Advice consumer helpline on 03454 04 05 06.
If you’re unhappy
If you aren’t happy with the service that we have provided and feel you need to complain, we have a Complaints Code of Practice that details how we handle complaints.
Consumer Complaints Report
In 2022, we had 10352 Customer complaints that were not resolved by the end of the first working day after the day the consumer complaint was first received.
Please click here, If you would like to know more about our complaints handling procedure.
Our complaints handling procedure is in line with the Consumer Complaints Handling Standards (CCHS) Regulations here.
If you wish to receive a hard copy of our report, procedure or the CCHS regulations, please email us at firstname.lastname@example.org