Contacting us
You have told us that it needs to be easier for you to get in touch with us. So, if you’re not sure who to speak to – or if you can’t reach your usual contact – we’ll make sure you know how you can contact us.
Responding to your queries
When you get in touch with us you expect a response.
We already have agreements in place as part of our ongoing consultations process, so we will continue to work to those. In other cases, we commit to getting back to you within two working days of you contacting us with details of when you can expect a fuller response.
We’ll also give you an update if there are any changes to the information we are planning to provide or if the timescales change.
Finding solutions for you
We know that our business and the processes in operation across the energy sector can seem complex. We want to help you understand the areas that are relevant to you.
Our people will ask questions about your particular needs and what matters for you, they will listen to what you tell us, and then, with an open mind, find a solution that works for you.
Explaining our decisions
We want to develop open and honest relationships with our customers. We have a unique role within the UK energy sector and often have to balance many competing priorities.
Sometimes, unfortunately, we are not in the position to say ‘yes’ to a request. So, if we say ‘no’, we’ll take the time to explain our business decisions to you.
Escalating any concerns
Part of having an open and honest relationship involves listening to your concerns. So if the person you’re dealing with can’t address your concern, they will make sure it is passed to someone at a senior level who can.
If you’re not happy with something, please give the relevant part of our business the opportunity to put it right.
If you’re still dissatisfied, please follow the procedure for escalating any concerns.