Service Level Agreement

What you can expect from us…

We are committed to providing solutions which are tailored to your business needs, supporting you throughout your lifetime as a business and ultimately adding value. This document sets out clearly the level of service that you can expect to receive from us as standard. We encourage you to provide feedback on your experience with us and let us know if there are any areas where you think we can improve the service we offer.

For new customers, your journey starts here…

At the first point of contact, we will send you a copy of our Terms of Business and Service Level Agreement which set out clearly; who we are, what we do, what you can expect from us, and how we get paid. This provides full transparency of our service.

We will take time to learn about the specific needs of your business and understand the details of your energy supply. This allows us to ensure we are providing a tailored solution for your next supply contract.

We will always offer you like for like comparisons and present our best prices, from our selected supplier base, over several durations, for your consideration. We will only approach suppliers with whom we have built a strong working relationship.

We will always offer you ‘Fully Fixed and Inclusive’ contracts as standard, however this can be reviewed if your energy needs require.

If you do elect to proceed with one of our quotes, we will help you switch from your existing supplier to your new one, including providing renewal notice.

We will confirm to you as soon as we know you have successfully switched supplier and support you with any concerns or contract queries you have throughout your contract period.

Our commission is included in the unit rate we present for your consideration. We will disclose the commission calculation when we provide you with the quote, ensuring full disclosure and transparency of our charges.

For existing customers, your journey continues here…

We treat every renewal as a new contract.

We will contact you up to six months prior to the end of your existing supply contract, however you can contact us at any point to request we conduct a market review on your behalf.

When we make first contact, we will send via email a copy of our current Terms of Business and Service Level Agreement which state what you can expect from us and how we get paid. A call to you will be made to discuss:

1) The current energy market conditions

2) The current energy needs of your business

3) The future energy needs of your business

We will always offer you like for like comparisons and present our best prices, from our selected supplier base, over several durations for your consideration. Our suppliers will only be those we have a lasting relationship with.

We will always offer you ‘Fully Fixed and Inclusive’ contracts as standard, however this can be reviewed if your energy needs require.

If you do elect to proceed with one of our quotes, we will help you switch from your existing supplier to your new one. Including providing renewal notice and a closing/opening meter read.

We will confirm to you as soon as we know you have successfully switched supplier and support you with any concerns or contract queries you have throughout your contract period.

Our commission is included into the unit rate we present for your consideration, and we will disclose to you the commission calculation with our quote presentation. Providing full disclosure and transparency on what our charges are.

Complaints Procedure

We are committed to providing solutions which are tailored for your business needs, supporting you throughout your lifetime as a business and ultimately adding value for your business. We will treat any expression of dissatisfaction by you as a complaint. You will find a copy of our complaint’s procedure here;

If for any reason we are unable to satisfy your complaint, you may be eligible to complain to the Energy Ombudsman Scheme (EOS). You can find out more about the EOS at; https://www.ombudsman-services.org/sectors/energy