To show you how serious we are about providing excellent customer service, we have introduced our Customer Service Guarantee, enabling you to hold our service to account.  We’re the first energy firm to go above and beyond the regulator’s Guaranteed Standards and offer our own £20 Guarantee^*.

Our commitments to you:

Making life easier for you

• 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

We want to do all we can to make it simple to deal with us.

Findings ways to save you money

• When you call we will offer to find you ways to save money

This could include telling you about the products and deals that best suit your needs; explaining how you could benefit from the discounts we offer; or offering practical tips to cut your usage and reduce your bills.

Helping you when you need us most

• If you want help with your energy bills we will offer support

This would consist of either offering you a suitable payment plan which considers your ability to pay, or checking if you’re eligible for assistance such as the Warm Home Discount and ECO Affordable Warmth.  We can also discuss whether you could benefit from our priority services, such as Braille bills, a Textline service or a dedicated customer service adviser.

For every one of the five commitments detailed above that we fail to meet we'll discount £20 off your next bill^*.

It’s that simple.

For more details, please read the Customer Service Guarantee.

 PDF file: Customer Service Guarantee (1.32MB) 

^{*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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