Code of Practice

Points from our Code of Practice

• Staff – We will run background checks on our staff and make sure that they have regular training and regular assessments. They will also identify themselves and who they work for when you speak to them.
• Clarity – We will be ‘honest, accurate and clear’, whether that’s in our sales material, on the phone or face-to-face.
• No Pressure – We won’t use any high-pressure sales techniques or push you into making a decision that you are not comfortable with.
• Annual Estimates – Before you sign a contract with us, we’ll give you an annual estimate based on up-to-date prices and we’ll explain how it was calculated and the main terms of the contract.
• Letters of Authority – So that we can act on your behalf in our negotiations with energy suppliers, we will get you to sign a Letter of Authority. This Letter of Authority will make it very clear what you are giving us permission to do.
• Your Privacy – We adhere to data protection & security principles and best practice and we’ll screen our customer data to make sure that it’s in line with marketing consent lists.
• Your Energy Contract – Before you sign a contract with an energy supplier, we’ll make sure that you understand what you’re signing and the implications that it has.
• Rejections – If the supplier you want to switch to rejects your application for any reason, we’ll let you know right away.
• Complaints – We have a simple and effective system for handling complaints.
• Compliance – Any complaint that is unresolved after 10 working days will be escalated to a senior member within our organisation.