Our code of conduct

It is our duty to protect the interests of our clients and, in particular, their interests in having the confidence that when using a Third Party Intermediary(TPI) or consultant like us, we will always act in a fair, honest, appropriate and transparent manner and effectively assist them with their energy procurement, management, regulation, and compliance needs.

Contractual terms and agreements

We take   all   reasonable   steps   to ensure   that   all   the   express   terms   and conditions  of  the  contract  are  set  out  in  writing  and are made  available to  the consumer as soon as is reasonably practicable, we  ensure  that  the consumer is  aware  of  what responsibilities will lie with each party(consumer, TPI and supplier) we ensure the consumer is  given clear  information about who they should contact in the event  of  an issue or concern, including  any relevant  contact details.

 

We will keep a record of quotes provided to clients until completion of the contract, then we will remove any data in reference to the quote if requested by the customer or supplier, or for up to 6 years if the contract has not been completed.

Complaints handling procedure

Complaints should be sent by letter or email to: William Clare, Director, (williamclare@avonenergypartners.co.uk) who will acknowledge receipt within 7 days and provide the contact details of the person responsible for resolving the issues and keeping you updated weekly with progress.

 

Where the complaint, in whole or in part, concerns the contract between you and your Supplier, Avon Energy Partners will advise the Supplier of that complaint within 24 hours. Acknowledgement of this action will also be sent to you.

 

If you disagree or are not happy with outcome of the complaint, please contact the Energy Ombudsman, who can be contacted on 0330 440 1624 or by e mail at osenquiries@os-energy.org

Our 10 step complaints best practice

1. Listen well and stay calm

2. Acknowledge the problem

3. Use initiative when dealing with the customer

4. Offer a solution or support

5. Be flexible, provide alternate routes to the customer

6. Do not pass the customer around

7. Clearly ensure the customer is aware where to target the complaint

8. Keep a comprehensive record of the complaint

9. Follow up if need be or provide the correct details to the escalation point

10. Log the experience and ensure the customer's complaint is adequately addressed