Doing more for our customers

We do more more for our customers every day

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Our customer service commitments to you

We've always led the way on customer service, and recently we've been busy putting all our efforts into making it simpler, more transparent and better value for you.

Our customer charter

Our customer charter explains how we:

  • Make life easier for you
  • Find ways to save you money
  • Help you when you need us most

Our customers tell us these things matter to them, and we’ve listened.

Read our customer charter (PDF 2MB)

Our customer service guarantee

We make five commitments in our customer service guarantee:

  • We will call you back when we say we will
  • We will never transfer you more than once when you call us, unless you agree
  • We will give you the opportunity to speak to a manager if you ask
  • When you call we will offer to find you ways to save money
  • If you want help with your energy bills we will offer support

We firmly believe that we will live up to our commitments, but if we don’t, let us know and we’ll put the matter right and also take £20 off your next bill for each commitment we have failed to meet*.

More about our customer service guarantee (PDF 1.4MB)

Treating customers fairly

We created our Treating Customers Fairly statement to set out, in plain terms, how we are meeting the standards of conduct introduced by Ofgem, the industry regulator.

Read our statement (PDF 284KB)


*We will consider claims made under this Guarantee and determine their validity. Claim considered where: (i) customer provided and will continue to provide relevant and required information; (ii) claim is made within 10 working days of alleged failure; (iii) the claimant is an existing customer; (iv) the alleged failure was not outside our control; (v) a goodwill payment has not already been awarded to the customer in relation to the same incident. Although we will endeavour to find ways to help the customer save money and offer support (if sought), we cannot be held liable if savings are not made or if a product, discount, tariff, deal, service or form of assistance was/is not available or if it was/is deemed inappropriate to review such matters. £20 discount is a goodwill payment and will be applied to customer accounts or meters as appropriate or applicable. If the customer has more than one account with us the discount will be applied to an account at our discretion. Cash payments may be made at our discretion. We reserve the right to alter, amend or withdraw this Guarantee without prior notice.

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