Our responsibility to our customers

Our Customer Commitment 

We offer a range of information to show our commitment to supplying you with the highest standards of care. 

Below you can find links to our Service Standards, Complaints Procedure and Codes of Practice, alongside details of what to do in an emergency and our FAQ's. 

We've also provided links to other documents or pages that relate to our customer responsibility.   

If you have a query that isn't covered by any of the items below, please contact us.



If you're not happy with the service you've received, please visit our complaints page. If you're a business customer please visit our business complaints page

Standards of Service

Codes of Practice

Our Codes of Practice set out the standards that you can expect from us

Energy Ombudsman

The Energy Ombudsman is a free and independent service set up to help resolve long running disputes

Direct Debit

Need to know more about the Direct Debit guarantee and how we calculate your payments?

Terms and Conditions

You can view all of our terms and conditions 


What to do in the event of a gas or electricity emergency

Fuel Mix

Details of the different fuels we use to produce electricity

Caring Energy

Helping our vulnerable customers to keep their homes warm.

Got a question?

Take a look at our help and support section 

Face to Face sales

The standards you can expect from our face to face sales teams