At the Energy Procurement Organisation, we understand the importance of dealing with trusted advisors.
The TPI Code of Conduct is a voluntary scheme that we subscribe to.
Details of the scheme and the code can be found at www.tpicodeofpractice.co.uk
Key elements that we would like to draw to your attention are the following
When we carry out a procurement assignment for a client, we will ordinarily receive a commission for the contract we have organised.
Commission comes in one of two forms:-
- Unit Rate Commission – In the form of a pence per kwh rate
- Standing Charge Commission – In the form of a pence per day rate
When we present our pricing to you, we will always present a commission inclusive rate to you.
We would naturally expect you to carry out your own due diligence and if you are happy with the rates we have supplied to you and sign the contracts, any commission due will be paid to us by the suppliers directly in line with their payment terms.
Complaints Handling Process
Our aim is to give our clients the right tools and knowhow so they have the opportunity to make better business decisions.
However, despite working really hard and with the best of intentions, we recognise that sometimes things can go wrong.
We take all complaints very seriously and aim to resolve them promptly.
If there is anything that we have done that disappoints you or you have a more serious complaint, we ask that you let us know as soon as possible as this will give us the earliest opportunity to make things right.
On receipt of your complaint (whether by telephone, letter, email or fax) our Client Services Department will immediately review the information you provide and report the details to our Managing Director. We will then allocate your complaint to the most appropriate member of staff to resolve it for you.
Upon Receiving a Complaint We Will
1. Acknowledge your complaint promptly – we will respond to a written complaint within 1 working day.
2. Advise you clearly who is investigating your complaint and provide you with a contact address and telephone number.
3. Ensure our complaint log includes –
- Your name and position
- The supply or contract in question (including the MPAN/MPR)
- The site address
- The full complaint details
- The resolution you have requested
4. Carry out a thorough investigation into the matters you have raised and instigate action if required.
5. We will provide a full response or update within 7 working days.
6. Carry out any agreed actions.
Tel: 0843 5572906
If your complaint still isn’t resolved or you are not completely satisfied with the outcome you can contact the Independent Code Manager.
Details of which can be found on: – http://www.tpicodeofpractice.co.uk/make-a-complaint/
Any complaints relating specifically to an Energy Supplier should be raised direct with them and can be escalated to the Energy Ombudsman if you’re not happy with the outcome.
You can contact the Ombudsman by:
- internet : http://www.ombudsman-services.org
- phone : 0330 440 1624