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
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2. Acknowledge the problem
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3. Use initiative when dealing with the customer
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4. Offer a solution or support
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5. Be flexible, provide alternate routes to the customer
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6. Do not pass the customer around
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7. Clearly ensure the customer is aware where to target the complaint
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8. Keep a comprehensive record of the complaint
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9. Follow up if need be or provide the correct details to the escalation point
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10. Log the experience and ensure the customer's complaint is adequately addressed