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Avon Energy Partners

Protect the future.

Code of Conduct

Our code of conduct

We are committed to protecting our clients’ interests by acting with fairness, honesty, transparency and appropriateness. We pledge to assist with energy procurement, management, regulation and compliance needs.

Contractual terms and agreements

We ensure all contract terms appear in writing and reach consumers promptly, and that the responsibilities of each party are clarified. Clear contact information is provided for issue resolution. Quote records are maintained through contract completion, then removed upon customer request or after six years if incomplete.

Complaints handling procedure

Complaints should be submitted to William Clare, Director, at williamclare@avonenergypartners.co.uk. Acknowledgement occurs within 7 days, with contact details for resolution. The Supplier receives notification within 24 hours if applicable.

If you remain dissatisfied, you can contact the Energy Ombudsman on 0330 440 1624 or at osenquiries@os-energy.org.

Our 10 step complaints best practice

  1. 01Listen well and stay calm
  2. 02Acknowledge the problem
  3. 03Use initiative when dealing with the customer
  4. 04Offer a solution or support
  5. 05Be flexible, provide alternate routes to the customer
  6. 06Do not pass the customer around
  7. 07Clearly ensure the customer is aware where to target the complaint
  8. 08Keep a comprehensive record of the complaint
  9. 09Follow up if need be, or provide the correct details to the escalation point
  10. 10Log the experience and ensure the customer’s complaint is adequately addressed

Registrations

  • Company no. 12397688
  • ICO Reference: ZA617597
  • Registered Data Protection Officer: William Clare
  • Energy Institute Membership: 0074533