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Our industry is regulated by OFGEM and we are required to comply with strict regulations that ensure you get value for money and a reliable service. Below you can find the legal detail behind our service. Do give us a call if you need any further guidance or information.

Meet our board members

CUSTOMER TERMS & CONDITIONS

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Domestic Terms and Conditions

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High Tide Saver Terms and Conditions

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Small Business Terms and Conditions

SMART METER DATA POLICIES & TARGETS

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Smart Meter Data Policy

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Smart Meter roll out targets 2022

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Smart Meter roll out targets 2023

KNOWING YOUR RIGHTS

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Our commitment to you

Download our full Customer Promise which sets out the level of service you can expect from us and our industry partners.

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Citizens Advice - your rights

You can also download the latest leaflets from the Citizens Advice website here, which explain what your rights are in a changing energy market. Or click the links below.

England, Wales and Scotland version 117 KB

England and Wales version 67.5 KB

Scotland version 114 KB

Welsh version 67.1 KB

CUSTOMER SERVICE PERFORMANCE AND COMPLAINTS

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Latest Performance Data

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Latest Complaints Report

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Full Complaints Process