TPI (Third Part Intermediary) Code of Practice

We’re proud to subscribe to the energy industry TPI (Third Party Intermediary) Code of Practice. Our adoption of this voluntary code demonstrates our commitment to treating clients fairly and ethically, and delivering the level of service that our clients rightly expect and deserve.

Honesty and Integrity

We will act with honesty and integrity at all times. Our written sales materials are accurate and clear, and when we speak to you we’ll be truthful and genuine.

Transparency

We will always accurately describe who we are, the services we provide and how we’re paid for these services.

Our relationship with you will be governed by a written letter of authority which outlines what you’ve asked us to do. This may include comparing energy quotes or contacting your current utility suppliers to get information about your energy usage. We’ll only take actions on your behalf for which you’ve explicitly given written consent.

Respect

We are committed to treating you with utmost respect and sensitivity. We strictly adhere to ethical practices and will never take advantage of a client’s lack of experience or employ deceptive sales tactics. Your privacy is highly valued, and we will promptly cease all communication upon your request.

No Pressure Selling

We see ourselves as advisers, not sales people. Our primary goal is to inform and empower you. We’ll never use high-pressure sales techniques or attempt to mislead you. We’ll make sure you fully understand your position and feel totally confident before you make a decision.

Auditing

At least once a year we will undergo a full audit to make sure we are adhering to the code.
If you require more information or a full copy of the code, please contact us on 0800 193 0788.

Putting Things Right

We recognise that despite our best efforts, things can sometimes go wrong. We set ourselves high standards, and when things fall below those standards, we’ll make it a priority to put things right. We treat any complaint as a learning opportunity, and will review our processes to reduce the risk of recurrence. Once your complaint has been resolved, we’ll keep you informed of any changes we’ve put in place. Our complaints procedure is, of course, totally separate to your right (if you are a Microbusiness Customer) to escalate any complaint relating to your energy supply to the Energy Ombudsman.

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21 Rathbone Street, London W1T1NF

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0800 193 0788