Our Domestic Energy Customer Charter

1. We will look after your best interests from day one
2. We will make it easy for you to sort out any problems
3. We will make it easy for you to speak to a real person in the UK
4. We will do our best to base your bill on the energy you have used
5. We will make it easy for you to manage your energy account
6. We will carry out a check on your account each year
7. We will give you a choice of payment options
8. We will help all we can if you are having difficulty paying
9. We will make it easy for you to transfer your account when you move home
10. We will respect your decision to move to another supplier
11. We will provide special help and advice for our most vulnerable customers
12. We will quickly and without fuss, solve any problems you tell us about