We want to know what you think

Size: px
Start display at page:

Download "We want to know what you think"

Transcription

1 We want to know what you think Please tell us what you think about npower. We have asked Ipsos MORI, a leading independent research company, to help us collect feedback to improve the services we provide. This survey is for general feedback. If you have a specific query regarding your energy account and need help, please contact our customer service team. Fold here Position the arrow somewhere between the two faces below depending on how you feel about npower Please tell us why you feel this way. Fold here Our Customer Charter: a commitment to providing quality service Moisten here Moisten here UK Moisten here

2 We re listening to our customers Our Customer charter: a commitment to providing the best service we possibly can What s inside 02 It s all about you! 03 Our commitments at a glance 04 Quality service 06 Fair pricing 08 Environment 10 New technology 12 Community investment As a leading energy supplier in the UK, we have millions of customers, both residential and business. And we know that, without you, we wouldn t exist. We ve been around as npower for 10 years now. It s been a turbulent time and still is with rising energy costs among all the other expenses you have to deal with. So above all, we know you want to save money. And we do everything we can to help, while still giving you great service. We re spelling out our commitment to you in this Customer Charter, to tell you a little more about the ways we re helping you. We hope you ll see that, when it comes to customer service, we really do want to give you the best. Julie Jaglowski Customer Services Director

3 It s all about you! Our commitments at a glance We have 6.6 million customers from homeowners to businesses. That s a lot of important people. And what you want from us differs from person to person. So how do we find out what you want? Simple: we ask and then listen. We run satisfaction surveys every month to understand how we re doing and where we need to focus our attention. We talk to customers directly to understand what s important to you. To make it even easier for you to tell us what you think, we re also launching a customer feedback form where you can tell us when we re doing something right, and show us where we could improve things. You can join in by searching for npower at Listening to our customers We listen to our customers and act on the feedback we receive. Quality service We ll always go that extra mile to provide the quality service you deserve. UK Fair pricing We have easy to understand bills and fair pricing. Environment New technology Community investment We re committed to help our customers reduce their costs and their carbon footprint. We invest in new technologies to improve our service to our customers. We re dedicated to investing in the communities around us.

4 Quality service we ll always go that extra mile to provide the quality service you deserve UK If you need to speak to us, it s easy Our UK call centres are open when you re most likely to call: 8am to 8pm during the week and 8am to 6pm on Saturdays. We ll answer your call as quickly as possible (but we won t rush a conversation, so there may sometimes be a delay before we answer). If you don t want to wait, there s QueueBuster where we call you back free of charge as soon as we can. You can deal with us online too You ll find clear contact details on our website, at There s also an FAQ area to answer your questions. Our Online Account Management facility is easy to use. Or you can write to us at: Customer Service PO Box 93 Peterlee SR8 2XX We re ready if you need extra help Our Warm Response Team (phone ) can tell you about assistance for vulnerable customers, any government help available, and free home improvement programmes. Our First Steps scheme (phone ) helps if you re struggling with your energy bills through special tariffs and applications for funding and grants. We ll also help anyone whose English isn t too good We can talk to them through a translator. They ll need to ask someone to call us first, to tell us which language they speak. And if you have hearing or speech difficulties You can contact us on textphone please call If something goes wrong If you have a query or a problem with our service, we ll do our best to resolve it quickly. We always aim to respond to letters or s within 24 hours. But some questions may take longer to answer, so we have a team dedicated to sorting out the more complex problems. They guarantee to explore the situation fully, and to provide a written response. They ll also give you further help and advice if you feel you d like another party to become involved. We hope you ll never need them, but if you do, you can contact them on or you can write to us at: Customer Service PO Box 93 Peterlee SR8 2XX

5 Fair pricing we have easy to understand bills and fair pricing We re investing billions of pounds to ensure we continue to supply you with affordable, sustainable energy supply. From time to time, we do have to make pricing adjustments. But we ll always tell you within 30 days how these changes affect you. Most importantly, we help you understand what energy you ve used how much you need to pay when you need to pay it. Here s how we do it We ve been working with customers to make our bills as clear and easy to understand as possible. We re a regulated energy supplier, so there s lots of information we have to provide but we keep this as short and straightforward as we can (with support from the Plain English Society). Where possible, we base your bills on the actual energy you use but if we don t have an up-to-date reading, we have to use an estimate. To keep your bills as accurate as possible, you can submit meter readings either online at or by calling hours a day, 7 days a week. We also offer an reminder meter read is now due service, where we ask for your meter reading just before your bill is due. And even if we do have to send you a bill based on an estimate, you can still call us with a meter reading and we ll send another bill straight away. And we give you three ways to pay for your energy 1. By Direct Debit. 2. Online or by phone when you receive your bill. 3. Pay as you go using one of our pre-payment meters. Each has its own advantages, including discounts and rewards. Our friendly advisers are always happy to talk about what would be the most appropriate, and rewarding, choice for you. More about Direct Debit It s the easiest and most convenient way to pay for your energy because it allows you to spread the costs over the year. We reward you with discounts if you choose to pay this way. If you have any concerns about Direct Debit, there s a special video to explain the benefits visit Some people worry about big companies holding onto their money when a credit runs up on their account. But rest assured, we ll refund the balance, if you wish, if your account comes into credit at any time. For more information, visit Ideally, we don t want your account to run up a credit or a debit. And to make sure you re paying the correct amount, our service teams will assess your account every six months. They ll check that what you re paying matches the energy you re using and tell you about any reduction or increase necessary to keep your account on track. Help if you re worried about your bills Our UK-based customer service teams are always ready to talk through any questions or concerns you might have about your account. Our Warm Response Team is ready to help vulnerable customers. Our First Steps advisers are available to help people struggling with their energy bills. We ll tell you all you need to know about the latest government assistance programmes and grants, and give you information on free home improvement programmes and support.

6 Environment we re committed to help our customers reduce their costs and their carbon footprint It s our job to supply sustainable, affordable energy so we have to make the most of what we have without wasting it. Some of the steps we re taking Our renewables programme brings together the latest technologies to ensure we can generate acceptable levels of energy from renewable sources. Our Juice tariff was the first to apply to energy generated from purely renewable sources. We developed it with Greenpeace almost 10 years ago, and you can still sign up to it at no extra cost. And each year, we donate 10 for every Juice customer to a fund for exploring technological advances in marine research. We re working with the National Trust to develop a green energy tariff for its members: National Trust Green Energy. We re also helping fund low carbon activities in some of its villages. We re committed to helping the Government reduce the UK s carbon footprint. It s called the Carbon Emissions Reduction Target, and because we support it, you can benefit from subsidised (sometimes free) home improvement measures. And we re helping you take some steps of your own We encourage you to look at how you use your energy. We don t expect everyone to be an expert in energy, so we have specialist teams who look at individual homes or businesses. They offer advice on those little extra steps helping the environment and, of course, reducing energy costs. Our Energywise Team is ready with personal advice, and general helpful tips are always available at Our Climate Cops programme takes children of all ages through activities aimed at inspiring them in all things energy-efficient and environmental. Visit for more information.

7 New technology we invest in new technologies to improve our service to our customers We invest in new technologies in order to provide innovative solutions to improve accessibility and reduce estimated bills. You can request an energy monitor at This will help you see how much electricity you re using, and which items use the most energy so you know where you can make savings. Smart meters enable you to see both gas and electricity usage, and to make changes as appropriate. They also enable us to give you advice and support tailored to your specific needs and they will help us get rid of estimated bills. Our Smartpower programme is at the forefront of this new technology. For more information on smart metering, visit smartpower. Online billing is easy and energy-efficient. If you switch to this paper-free, environmentally friendly approach, we ll give a 10 thank you. For more information visit

8 Community investment we re dedicated to investing in the communities around us We believe that putting our gas and electricity into the community isn t enough. We re dedicated to putting our personal energy and passion into the community as well. NPOWER LTD FREEPOST MID21122 WORCESTER WR4 9ZD Here are some of the ways we re helping communities We ve been awarded the Business in the Community CommunityMark for our programmes of activity the first energy company to be recognised in this way. Our schools and education programme, Climate Cops, takes children of all ages through tailored activities aimed at inspiring them in all things energyefficient and environmental. We even asked the kids themselves to help build the programme, from the name to the activities they take part in.

How your gas prepayment meter works

How your gas prepayment meter works How your gas prepayment meter works Contents Top Ten Tips 3 Gas prepayment meter 3 Buying credit 4 Details we need from your receipt 5 Lost or damaged your card? 5 What will you pay? 6 Collecting debt

More information

Customer Charter. A five star service

Customer Charter. A five star service Customer Charter A five star service A five star service Our Customer Charter outlines how we plan to provide you with a five star service. Based on what you ve told us, we ve summarised the most important

More information

Take a closer look at your Prepayment Meter

Take a closer look at your Prepayment Meter Take a closer look at your Prepayment Meter Your questions answered Let s talk about prepayment meters How do they work? This quick guide gives you lots of information about prepayment meters, such as:

More information

Our service to you. Paying for gas and electricity

Our service to you. Paying for gas and electricity Our service to you Paying for gas and electricity 1 How to contact us If you would like more information on any of the services described in this booklet, please contact us. For details of how to contact

More information

Treating customers fairly

Treating customers fairly Treating customers fairly August 2015 Our promise to treat you fairly At SSE we are committed to giving excellent service and treating customers fairly. We are proud of our track record on this. However,

More information

Your electricity key prepayment meter

Your electricity key prepayment meter Your electricity key prepayment meter Contents Top Ten Tips 3 Electricity key prepayment meter 4 Buying credit 4 Details we need from your receipt 5 Lost or damaged your key? 5 What will you pay? 6 Standard

More information

Treating. A simple guide to our Standards of Conduct and how we work for you. fairly

Treating. A simple guide to our Standards of Conduct and how we work for you. fairly Treating A simple guide to our Standards of Conduct and how we work for you fairly Setting our standards Just like our energy we re keeping our Standards of Conduct simple and clear. That way, our people

More information

Welcome to Smart. Your guide to our new service

Welcome to Smart. Your guide to our new service Welcome to Smart Your guide to our new service Welcome 03 For you, the future of energy has arrived Welcome to Smart, the revolutionary meter upgrade which enables you to monitor your energy use, and

More information

Terms & Conditions. For the Supply of Gas and Electricity to our Domestic Customers. A not for profit company1

Terms & Conditions. For the Supply of Gas and Electricity to our Domestic Customers. A not for profit company1 Terms & Conditions For the Supply of Gas and Electricity to our Domestic Customers A not for profit company1 Contents Introduction and definitions... 3 1. About your supply contract... 4 2. Energy tariff

More information

GO ENERGY SHOPPING GUIDE

GO ENERGY SHOPPING GUIDE GO ENERGY SHOPPING GUIDE CONTENTS 1. NOW IT S EASIER TO BE AN ENERGY SHOPPER 2. START ENERGY SHOPPING 3 4. COMPARISON NOTEPAD 5. USEFUL NUMBERS AND WEBSITES 6. OFGEM-ACCREDITED PRICE COMPARISON SITES 7.

More information

Your Gas and Electricity Bill

Your Gas and Electricity Bill Your Gas and Electricity Bill Page 3 This charter sets out what you need to know about paying for your gas and electricity, and what to do if you re having difficulty paying a bill. Section Contents Page

More information

Go energy shopping. ContentS. 1. Now it s easier to be an energy shopper. 2. Start energy shopping. 3 4. Comparison notepad

Go energy shopping. ContentS. 1. Now it s easier to be an energy shopper. 2. Start energy shopping. 3 4. Comparison notepad Go energy shopping guide ContentS 1. Now it s easier to be an energy shopper 2. Start energy shopping 3 4. Comparison notepad 5. Useful numbers and websites 6. Ofgem-accredited price comparison sites 7.

More information

The Easy Energy Switching Tool for Nottinghamshire households.

The Easy Energy Switching Tool for Nottinghamshire households. CUSTOMER FAQs CUSTOMER FAQs Not changed your energy tariff in the last 2 years? Now is the time. AVERAGE YEARLY DUAL FUEL SAVING: 216 The Easy Energy Switching Tool for Nottinghamshire households. Switching

More information

A guide to. Using your prepayment meter

A guide to. Using your prepayment meter A guide to Using your prepayment meter Take control of your energy costs Our prepayment service lets you pay-as-you-go for gas and electricity so you can keep control of your energy use and costs. This

More information

Your energy tariff explained Direct Debit Saver

Your energy tariff explained Direct Debit Saver Your energy tariff explained Direct Debit Saver Our most popular Direct Debit Saver Say goodbye to bills and hello to statements Helping you spread the cost of your energy, with predictable monthly payments.

More information

JOINING US TOGETHER MOVING YOUR CURRENT ACCOUNT TO LLOYDS BANK

JOINING US TOGETHER MOVING YOUR CURRENT ACCOUNT TO LLOYDS BANK JOINING US TOGETHER MOVING YOUR CURRENT ACCOUNT TO LLOYDS BANK Downtime. It s a precious commodity. So when you re rushing from A to B it s good to know switching your bank account to Lloyds Bank is quick

More information

Welcome. *Charged at Lo Call rate. Rates from landline and mobile companies may vary, so please check with your operator.

Welcome. *Charged at Lo Call rate. Rates from landline and mobile companies may vary, so please check with your operator. Customer Charter Welcome Our purpose is to supply you with the energy that you need, and our goal is to be the greener, simpler and better choice. Our aim is to be open, transparent and to treat our customers

More information

How do I choose the right Contractor Accountant?

How do I choose the right Contractor Accountant? guide for freelancers and contractors How do I choose the right Contractor Accountant? Your 10 step guide to helping you find the right Contractor Accountant Navigating your options As a contractor or

More information

Our Domestic Customer Charter

Our Domestic Customer Charter Our Domestic Customer Charter Welcome to our Customer Charter Our Customer Charter relates to energy, home telephone and broadband accounts and our Home Services maintenance products. We regularly review

More information

A guide to our. Priority Services and ways we can help you manage your energy

A guide to our. Priority Services and ways we can help you manage your energy A guide to our Priority Services and ways we can help you manage your energy Contents Helping to make life easier Helping you feel safe how to recognise our staff If you re visually-impaired Other services

More information

ENJOY LOWER PRICES FOR YOUR ELECTRICITY AT NIGHT AND WEEKENDS

ENJOY LOWER PRICES FOR YOUR ELECTRICITY AT NIGHT AND WEEKENDS ENJOY LOWER PRICES FOR YOUR ELECTRICITY AT NIGHT AND WEEKENDS A GREAT DEAL, WHICHEVER WAY YOU LOOK AT IT ECO20:20 0 Variable tariff Electricity from various energy sources No exit fees Free to call UK-based

More information

Let s get down to. business. This quick introduction covers the main things you need to know about being a Contact electricity or natural gas customer

Let s get down to. business. This quick introduction covers the main things you need to know about being a Contact electricity or natural gas customer Let s get down to business This quick introduction covers the main things you need to know about being a Contact electricity or natural gas customer Running a business can be hectic. No two businesses

More information

you Customer Satisfaction Survey 2009

you Customer Satisfaction Survey 2009 Customer Satisfaction Satisfaction Index TM league table 50.0% 60.0% 70.0% 80.0% 90.0% 100.0% Survey 2009 At we re working hard to change the way we run our business to give you the best possible service,

More information

Please keep this useful booklet safe. Your guide. to prepayment meters. Helping our customers. We re on it.

Please keep this useful booklet safe. Your guide. to prepayment meters. Helping our customers. We re on it. Please keep this useful booklet safe Your guide to prepayment meters Helping our customers. We re on it. Getting started You will need to register any new key or card in your meter before you top up with

More information

Pay As You Go Energy. Your guide to pay as you go meters. All you need to know about pay as you go meters

Pay As You Go Energy. Your guide to pay as you go meters. All you need to know about pay as you go meters Pay As You Go Energy All you need to know about pay as you go meters Your guide to pay as you go meters This leaflet tells you everything you need to know about pay as you go meters, how they work and

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

2013 Satisfaction Survey. How are we doing? Easier to Read Version

2013 Satisfaction Survey. How are we doing? Easier to Read Version 2013 Satisfaction Survey How are we doing? Easier to Read Version We asked people some questions about their support. Here is some of what people said and the changes we will make. That someone who knows

More information

Providing utility procurement solutions for SME & Corporate customers across the UK & Ireland...

Providing utility procurement solutions for SME & Corporate customers across the UK & Ireland... In Partnership with IU Consult: Providing BMF Members with Competitive Energy Prices The British Marine Federation (BMF) is always looking to find ways to save its members money, so therefore we have partnered

More information

Sustainability Committee SC(3)-21-08 (p9)

Sustainability Committee SC(3)-21-08 (p9) 1 Sustainability Committee SC(3)-21-08 (p9) Written Submission from EDF Energy October 2008 Introduction EDF Energy outlines in this submission to the Sustainability Committee a number of developments

More information

Lots of ways to pay. Paying for your gas and electricity. britishgas.co.uk

Lots of ways to pay. Paying for your gas and electricity. britishgas.co.uk Lots of ways to pay Paying for your gas and electricity britishgas.co.uk Paying for your energy This booklet explains the different ways in which you can pay for your energy supply, and what to do if you

More information

Code of Practice on Debt Recovery May 2015

Code of Practice on Debt Recovery May 2015 Code of Practice on Debt Recovery May 2015 Useful Phone Numbers Questions or Enquiries about your bill or the charges you pay 0800 980 1391 Monday to Friday 8am to 8pm and Saturday 8am to 2pm If you are

More information

Commercial Energy putting you in control. A range of products and services designed to suit your business energy needs

Commercial Energy putting you in control. A range of products and services designed to suit your business energy needs Commercial Energy A range of products and services designed to suit your business energy needs 1 All figures correct at time of print November 2013 ScottishPower Commercial Energy ScottishPower Commercial

More information

Your account charges explained.

Your account charges explained. Your account charges explained. To ensure you have everything you need to know about our charges, this brochure has been designed to let you know when and how they will be applied. The charges and tariffs

More information

Classic Account. With you when you want a good all rounder.

Classic Account. With you when you want a good all rounder. Classic Account With you when you want a good all rounder. You ll find everything you need to know about your new Classic Account in the following pages. Welcome 1 Your Bank of Scotland debit card 2 Choose

More information

CURRENT ACCOUNT SWITCH

CURRENT ACCOUNT SWITCH CURRENT ACCOUNT SWITCH NO LONG WAIT. NO FUSS. NO HASSLE. OUR SWITCH SERVICE MAKES MOVING YOUR ACCOUNT TO US SIMPLE. Now we can switch your account to the Halifax in just seven working days. Switch in just

More information

Select Account. The essential guide to your new account

Select Account. The essential guide to your new account Select Account The essential guide to your new account 2 Welcome to your Select Account Your new account gives you the convenience of being able to withdraw money from any cash machine in the UK, as well

More information

Code of practice for accurate bills

Code of practice for accurate bills Code of practice for accurate bills Version: January 2015 Contents Definitions 3 Introduction 4 Switching 6 Meter reading 7 Energy bills and statements 8 Payments and refunds 9 Back billing 10 2 Billing

More information

The standards you can expect

The standards you can expect The standards you can expect Another year has passed and it s time for us to tell you how we ve performed, and how the network operators have performed too. This booklet gives you important information

More information

RBS and NatWest 2012 Customer Charter report

RBS and NatWest 2012 Customer Charter report 1 RBS and NatWest 2012 Customer Charter report The Customer Charter 2012 Our knowlegeable staff will put your needs first We will do more to help when you need us most Your satisfaction with the quality

More information

Hello Our Service to you

Hello Our Service to you Hello Our Service to you A not for profit company Contents 1. Proud to be different from other energy companies 1 2. Your benefits and our commitment to you 2 3. How to make your home more energy efficient

More information

Your energy tariff explained

Your energy tariff explained Your energy tariff explained Pay As You Go Saver Fixed January 2015 Our ultimate pre-pay Pay As You Go Saver Fixed until January 2015 The freedom to top up at a time and place that suits you Only pay for

More information

Member Benefits. More than just mortgages, insurance, savings and investments. Find out how we can help you and your family...

Member Benefits. More than just mortgages, insurance, savings and investments. Find out how we can help you and your family... Member Benefits More than just mortgages, insurance, savings and investments Find out how we can help you and your family... It s a mutual thing At Police Mutual we work hard to understand exactly what

More information

Standard terms and conditions

Standard terms and conditions Standard terms and conditions For small and medium enterprises (SMEs) including micro businesses. Effective from 31 March 2014 Helping our customers. We re on it. 1 Contents Section 1 Taking over premises

More information

A simple, affordable way to give peace of mind to the people who matter most

A simple, affordable way to give peace of mind to the people who matter most GUARANTEED 50 PLUS LIFE COVER A simple, affordable way to give peace of mind to the people who matter most Want to know more? Please talk to your adviser The average cost of a burial in the UK is currently

More information

LOANS THAT ARE CLEAR AND SIMPLE.

LOANS THAT ARE CLEAR AND SIMPLE. CLARITY LOAN LOANS THAT ARE CLEAR AND SIMPLE. So the only surprises you get are nice ones. TALK TO US TODAY A Halifax Clarity Loan could be the answer to making some home improvements, replacing your car

More information

Toolkit. How to set up your club. www.belfastcity.gov.uk/housing. 6298-Oil buying club.indd 1 16/09/2014 11:42

Toolkit. How to set up your club. www.belfastcity.gov.uk/housing. 6298-Oil buying club.indd 1 16/09/2014 11:42 Toolkit How to set up your club www.belfastcity.gov.uk/housing 6298-Oil buying club.indd 1 16/09/2014 11:42 2 6298-Oil buying club.indd 2 16/09/2014 11:42 Buying oil together Northern Ireland is particularly

More information

Complaints Handling. Our Complaints Handling Procedure covers:

Complaints Handling. Our Complaints Handling Procedure covers: At First Utility we strive to deliver a smarter energy service at a great price. We recognise, however, that we do not always get it right. In the event that you have a complaint about our service, you

More information

Our Customer Charter.

Our Customer Charter. Our Customer Charter. www.lokaenergy.com Introduction Our commitment to provide the highest standards of customer service and understand the diverse needs of all our customers. Welcome to Loka We provide

More information

Resources for Personal, Social and Health Education Activities on energy bills and energy use

Resources for Personal, Social and Health Education Activities on energy bills and energy use Resources for Personal, Social and Health Education Activities on energy bills and energy use Contents Energy bills quiz Energy bills quiz answers Energy bill exercise Energy bill exercise answers Energy

More information

Business Travel. Made To Measure

Business Travel. Made To Measure Business Travel Made To Measure Global Scale With A Personal Touch Portman is a travel management company that offers you the best of both worlds: global scale and buying power, combined with a genuinely

More information

Warmth Without the Worry. A ScottishPower Charter

Warmth Without the Worry. A ScottishPower Charter Warmth Without the Worry Page 1 Introduction If you are having trouble in meeting your financial commitments, you are not alone. Many people struggle to manage all their household expenses and if you

More information

For more information. This leaflet is available on request in other formats such as large print and languages other than English.

For more information. This leaflet is available on request in other formats such as large print and languages other than English. For more information This Code of practice is approved by Ofwat and forms part of a suite of code of practice leaflets available to customers. This leaflet is available on request in other formats such

More information

Payment of bills and guidance for customers in difficulty

Payment of bills and guidance for customers in difficulty Payment of bills and guidance for customers in difficulty SustainableEnergy For residential heat customers This tells you about the different ways to pay your bills and what happens if bills are not paid

More information

Reduce Your Business Energy Cost

Reduce Your Business Energy Cost Reduce Your Business Energy Cost Our UK-based, specialist Business Energy Advisors can help you reduce your business electricity and gas bills today www.arizonagroup.co.uk/arizona-energy Power 360: Join

More information

Code of Practice on Debt Recovery

Code of Practice on Debt Recovery Code of Practice on Debt Recovery SSE is a trading name of SSE Water Limited, which is a member of the SSE Group. The Registered Office of SSE Water Limited is 55 Vastern Road, Reading RG1 8BU. Registered

More information

American Express @ Work Getting Started Guide: Norway

American Express @ Work Getting Started Guide: Norway American Express @ Work Getting Started Guide: Norway American Express @ Work can help you to manage your Corporate Card Programme more efficiently online. With Standard and Customised Reports to track

More information

It starts like this...

It starts like this... Need help with your phone? No problem. Just get in touch with the store or website you bought it from. If you need a hand with your mobile service, one of our team will be happy to help. 789 on your mobile

More information

Gas and electricity supply terms and conditions

Gas and electricity supply terms and conditions Gas and electricity supply terms and conditions These are our terms and conditions for supplying gas or electricity (or both) to your property. They form part of the contract between us British Gas and

More information

QUESTIONS AND ANSWERS

QUESTIONS AND ANSWERS QUESTIONS AND ANSWERS Saving with PAUA TO THE PEOPLE Why are PAUA TO THE PEOPLE so much cheaper than others? PAUA TO THE PEOPLE keep the costs of your electricity so low by passing through all costs associated

More information

KEY METER YOUR HEAT PAY AS YOU GO GETTING IN TOUCH WITH US

KEY METER YOUR HEAT PAY AS YOU GO GETTING IN TOUCH WITH US GETTING IN TOUCH WITH US HEAT PAY AS YOU GO 0800 980 8348 Phone for all general enquiries about your pay as you go meter. Open 8am to 8pm Monday to Friday and 8am to 2pm on Saturday. All calls are free.

More information

Managing your monthly charges

Managing your monthly charges MONTHLY PRICEPLAN Managing your monthly charges To put your business in greater control we d like to fully explain your business banking fees With our Monthly PricePlan you can choose a PricePlan that

More information

Welcome to NEST. All the key information you need about being a member of NEST

Welcome to NEST. All the key information you need about being a member of NEST Welcome to NEST All the key information you need about being a member of NEST 2 Please write your NEST ID here: You ll find this number on the letter that came with this booklet. Welcome to NEST Building

More information

Only. (inc VAT) SMALL CLAIMS. Helping you resolve disputes worth 100s to 10,000. QualitySolicitors Truemans

Only. (inc VAT) SMALL CLAIMS. Helping you resolve disputes worth 100s to 10,000. QualitySolicitors Truemans Only 99 (inc VAT) SMALL CLAIMS Helping you resolve disputes worth 100s to 10,000. QualitySolicitors Truemans 2 Small claims legal advice, when you need it From a dispute with a builder to a holiday which

More information

Money Matters. Welcome to the first edition of our monthly newsletter. A Monthly Newsletter from the Barrow Advice Hub

Money Matters. Welcome to the first edition of our monthly newsletter. A Monthly Newsletter from the Barrow Advice Hub 1 February 2015 A Monthly Newsletter from the Barrow Advice Hub Welcome to the first edition of our monthly newsletter This newsletter is aimed at everyone interested in saving money and will be packed

More information

Move your CAD to the Cloud

Move your CAD to the Cloud Move your CAD to the Cloud You know that it would be smart to move your CAD files to a place where everyone can access them, from anywhere. The Cloud makes that possible for your company. Who wouldn t

More information

Your Bill explained PDF. Your bills explained. A comprehensive guide to understanding your bill. npm9919/05.12

Your Bill explained PDF. Your bills explained. A comprehensive guide to understanding your bill. npm9919/05.12 1 Your bills explained A comprehensive guide to understanding your bill 2 Your details This is the address where we send your bills and where your gas and electricity is normally supplied to. If your energy

More information

Debt recovery. code of practice

Debt recovery. code of practice Debt recovery code of practice We want to help As a Wessex Water customer, you are entitled to a high level of service from us and our billing company Bristol Wessex Billing Services Limited (BWBSL). In

More information

BORROWING. A guide to borrowing. Overdrafts, credit cards, loans

BORROWING. A guide to borrowing. Overdrafts, credit cards, loans BORROWING A guide to borrowing Overdrafts, credit cards, loans Three ways to borrow that can work for you All of us need a little extra help at times. So if you want to borrow money for a new car or kitchen

More information

The UK s original and leading nanny payroll specialist

The UK s original and leading nanny payroll specialist patient and supremely Friendly, The UK s original and leading nanny payroll specialist Welcome to Nannytax Nanny employers are subject to the same legal obligations as any time and is in any case a considerable

More information

EDF Energy customers won't wait to benefit from Government action on energy charges

EDF Energy customers won't wait to benefit from Government action on energy charges From: de Rivaz, Vincent Sent: 02 December 2013 To: Scottish Ministers Subject: EDF Energy response to Government energy costs announcement Dear Minister,, EDF Energy has announced that we expect to be

More information

Graduate Account. With you on your first big break.

Graduate Account. With you on your first big break. Graduate Account With you on your first big break. Help to get you started. Our Graduate Account is designed to give you simple, convenient ways to look after your money and help you make the most of new

More information

A GUIDE TO CREATING AN ENERGY EFFICIENT BUSINESS

A GUIDE TO CREATING AN ENERGY EFFICIENT BUSINESS A GUIDE TO CREATING AN ENERGY EFFICIENT BUSINESS ENERGY EFFICIENCY IN BUSINESS Within any business energy costs are only a small percentage of total overhead costs, but reducing them can dramatically increase

More information

Welcome to our domestic customer charter

Welcome to our domestic customer charter Customer Charter Customer Charter Welcome to our domestic customer charter We ve put together this customer charter because we want you, as an Airtricity customer, to know exactly what you can expect from

More information

Rural Open Sure Signal

Rural Open Sure Signal Rural Open Sure Signal Bringing 3G coverage to your local community Power to the connected Vodafone Power to you Vodafone Rural Open Sure Signal Our focus is on helping you stay in touch with your friends

More information

Vodafone Red Paper Getting closer to your customers Issues Change Solution

Vodafone Red Paper Getting closer to your customers Issues Change Solution Issues Change Solution How to get closer to your customers Communicating with customers on their terms Every channel available The Internet enables easier comparison of companies, particularly of price,

More information

When life happens... Eliminating Credit Card Debt Quickly & Effectively. How to reduce your unsecured debt levels fast to avoid problems with debt

When life happens... Eliminating Credit Card Debt Quickly & Effectively. How to reduce your unsecured debt levels fast to avoid problems with debt When life happens... Eliminating Credit Card Debt Quickly & Effectively How to reduce your unsecured debt levels fast to avoid problems with debt 1 Why You Need Effective Debt Management Techniques Credit

More information

Welcome to your Pay As You Go Meter from Bord Gáis Energy

Welcome to your Pay As You Go Meter from Bord Gáis Energy Welcome to your Pay As You Go Meter from BGE/RNG/PAYG/WP/11/11 G28328 BGE Gascard Pay As You Go Meter Eng V6 JJ.indd 1 24/10/2011 19:21 www.bordgaisenergy.ie If you need help or advice please contact us:

More information

Delivering for our customers Our 2015 to 2020 business plan

Delivering for our customers Our 2015 to 2020 business plan Delivering for our customers Our 2015 to 2020 business plan 2nd December 2013 South East Water Delivering for our customers Our 2015 to 2020 business plan Priorities Service Outcomes Performance Incentives

More information

WHY BT? More Connections. More Possibilities.

WHY BT? More Connections. More Possibilities. WHY BT? bt.com/business More Connections. More Possibilities. Give me one good reason why I should choose BT. Here are 6 for starters. Tried and trusted. Choose BT and you ll be joining 93 of the FTSE

More information

britishgas.co.uk Lots of ways to pay Paying for your gas and electricity

britishgas.co.uk Lots of ways to pay Paying for your gas and electricity britishgas.co.uk Lots of ways to pay Paying for your gas and electricity Paying for your energy This booklet explains the different ways in which you can pay for your energy supply, and what to do if you

More information

ACCOUNT CHARGES. Your account charges explained

ACCOUNT CHARGES. Your account charges explained ACCOUNT CHARGES Your account charges explained September 2013 Account charges To put your business in greater control we d like to fully explain your business banking fees. Here we ll outline how our charges

More information

53 & 55 London Road. Heating & hot water services All you need to know

53 & 55 London Road. Heating & hot water services All you need to know 53 & 55 London Road Heating & hot water services All you need to know Introduction Welcome to London Road. Your new home is served by a communal heating system. Your heating system is robust, reliable

More information

FUNERAL PLAN. Paying for funerals

FUNERAL PLAN. Paying for funerals FUNERAL PLAN Paying for funerals About ASIC and MoneySmart The Australian Securities and Investments Commission (ASIC) regulates financial products. ASIC s MoneySmart website gives people tips and tools

More information

Further information about your mortgage

Further information about your mortgage Do you need extra help? We want to help our customers in any way we can. If you have a hearing or speech impairment you can use Text Relay (previously Typetalk) or Textphone on 08457 32 34 36 (lines are

More information

Your retirement income. Exploring your options

Your retirement income. Exploring your options Your retirement income Exploring your options Contents 02 What do you want to do with your pension fund? 07 A regular retirement income for the rest of your life 10 A flexible income from a Self Invested

More information

GO ENERGY SHOPPING GUIDE

GO ENERGY SHOPPING GUIDE GO ENERGY SHOPPING GUIDE CONTENTS 1. NOW IT S EASIER TO BE AN ENERGY SHOPPER 2. START ENERGY SHOPPING 3 4. ENERGY SUPPLIERS 5 6. COMPARISON NOTEPAD 7. USEFUL NUMBERS AND WEBSITES 8. OFGEM-ACCREDITED PRICE

More information

Treating Customers Fairly. October 2015

Treating Customers Fairly. October 2015 Treating Customers Fairly October 2015 Our promise to treat you fairly At SSE we are committed to giving excellent service and treating customers fairly. Our 2015 Treating Customers Fairly Statement sets

More information

Problems paying your mortgage

Problems paying your mortgage Problems paying your mortgage What you need to do now and how to get back on track Steps to take now What your options are Get free impartial advice The Money Advice Service is independent and set up by

More information

Online Accounting Software CUSTOMER SERVICE GUIDE

Online Accounting Software CUSTOMER SERVICE GUIDE Online Accounting Software CUSTOMER SERVICE GUIDE Why you need to think about customer service Without customers you don t have a business it s as simple as that. Good customer service is absolutely essential

More information

Fixed + Peace of Mind Electricity supply contracts explained for large business customers

Fixed + Peace of Mind Electricity supply contracts explained for large business customers Fixed + Peace of Mind Electricity supply contracts explained for large business customers 2/7 Fixed + Peace of Mind explained This contract guarantees your unit price will stay fixed in all but exceptional

More information

How to create your website

How to create your website How to create your website Step-by-step guide Build your website the easy way Introduction Do you need a website? Marketing and promotion. Sales and support. A 24/7 window into your business. There are

More information

Sage One Online accounts for start-ups and small businesses

Sage One Online accounts for start-ups and small businesses Sage One Online accounts for start-ups and small businesses About Sage One Sage One is a family of online accounts software that helps you manage your business finances. Designed for UK businesses, there

More information

Code of Practice. Services. for pre-payment customers

Code of Practice. Services. for pre-payment customers Services for pre-payment customers Contents 2 Introduction 2 When will a prepayment meter be installed in your home? 3 How to use your prepayment meter 3 Where to make payments 3 What happens if the machine

More information

Barclaycard Business Credit Card Terms and Conditions

Barclaycard Business Credit Card Terms and Conditions Barclaycard Business Credit Card Terms and Conditions 1 Contents 1. Introduction 3 Your card 3 Business credit limit 3 Monthly payment 4 2. Your interest charges 4 Interest rates 4 Promotional balance

More information

The 17 Costly Marketing Mistakes made by Restaurant Operators that Destroy their Advertising Profits

The 17 Costly Marketing Mistakes made by Restaurant Operators that Destroy their Advertising Profits The 17 Costly Marketing Mistakes made by Restaurant Operators that Destroy their Advertising Profits Ross Murphy Managing Director Fresh Restaurant Marketing Discovering what your competition doesn t want

More information

Marketing Agency. Three Steps to Internet Success. The Small Business. In this guide

Marketing Agency. Three Steps to Internet Success. The Small Business. In this guide The Small Business Marketing Agency Three Steps to Internet Success The definitive guide to getting your business online in three easy steps 1 2 3 In this guide Why does my business need a website? How

More information