Our commitment to you

We're passionate about delivering excellent customer service. However, if you are not happy with our service and wish to make a complaint, we have the following guidelines in place to ensure that this is handled quickly and efficiently.

Please view our Complaints process page for full details on how to make a complaint, what happens when you make a complaint, plus names of other organisations that may be able to assist you.

We’re committed to delivering the highest standards of customer service, and recognise our responsibility to refund credits on closed accounts for microbusiness* customers. You can download the Voluntary Standards for Microbusiness customers to find out more about the responsibilities we have as a supplier, and more information about refunds on closed accounts. These standards have been agreed with Energy UK and the Industrial and Commercial Shippers and Suppliers Group (ICoSS). Both organisations promote good practice within the energy sector.
Find out more about ICoSS here. Find out more about Energy UK here.

If you have moved premises, or changed your supplier you may be entitled to a refund.

*A microbusiness is defined as a business which:

a. Consumes no more than 293,000kWh of gas or 100,000kWh of electricity each year; or
b. Has fewer than ten employees and an annual turnover not exceeding €2m

If you are charged incorrectly for your energy use, we may send an invoice to recover these costs. This is known as 'back billing.'

 

We aim to bring you the best customer service experience, to help you manage your accounts and queries in the most efficient way. This includes complying with our responsibilities when it comes to back billing.

 

When we don’t invoice you correctly for your energy use, we will only recover charges for energy used in the last 12 months, in accordance with industry regulations.

There are exceptions to this, as follows:  

 

• If you behave in an obstructive or unreasonable way (for example if you are involved in energy theft, or you will not allow us access to take a meter reading without a valid reason).

• Any other circumstances specified by Ofgem.

 

A microbusiness is defined as a business which:

 

a. Consumes no more than 293,000kWh of gas or 100,000kWh of electricity each year; or

b. Has fewer than ten employees and an annual turnover not exceeding €2m.