As your energy partner, we’re proud to subscribe to the energy industry TPI (Third Party Intermediary) Code of Practice. Our adoption of this voluntary code demonstrates our commitment to treating clients fairly and ethically, and delivering the level of service that our clients rightly expect and deserve.
We openly commit to the following:
Honesty and Integrity
We will act with honesty and integrity at all times. Our written sales materials are accurate and clear, and when we speak to you we’ll be truthful and genuine.
We will always accurately describe who we are, the services we provide and how we’re paid for these services. This will include, upon request, a full breakdown of commissions that will be paid to us for arranging your energy contract(s).
Our relationship with you will be governed by a written letter of authority which outlines what you’ve asked us to do. This may include comparing energy quotes or contacting your current utility suppliers to get information about your energy usage. We’ll only take actions on your behalf for which you’ve explicitly given written consent.
We will, at all times, treat you with respect and sensitivity. We’ll never exploit a client’s inexperience or use misleading sales tactics. We respect your privacy and will immediately cease contacting you if requested.
No Pressure Selling
We see ourselves as advisers, not salespeople. Our primary goal is to inform and empower you. We’ll never use high-pressure sales techniques or attempt to mislead you. We’ll make sure you fully understand your position and feel totally confident before you make a decision.
We will at all times comply with all relevant legislation, including but not limited to:
- OFGEM Supply Licence Condition 7a
- OFGEM’s Standards of Conduct
- Data Protection Act 1998 & General Data Protection Regulations (GDPR)
- AUDDIS (Automated Direct Debit Instruction Service)
- Business Protection from Misleading Marketing Regulations
We will keep secure digital records of our correspondence, including audio recordings of any verbal utility contract sales. This is to protect all parties in the event of a dispute or request for clarification. You can ask for a copy of these records at any time (please click here for more information).
Putting Things Right
We recognise that despite our best efforts, things can sometimes go wrong. We set ourselves high standards, and when things fall below those standards, we’ll make it a priority to put things right.
We treat any complaint as a learning opportunity, and will review our processes to reduce the risk of recurrence. Once your complaint has been resolved, we’ll keep you informed of any changes we’ve put in place.
Our complaints procedure is, of course, totally separate to your right (if you are a Microbusiness Customer) to escalate any complaint relating to your energy supply to the Energy Ombudsman.