Treating Customers Fairly

At Flow, we treat our customers how they should be treated: fairly and with respect

How are we doing?

At Flow Energy we aim to provide excellent customer service and always treat you fairly. We work in a fair, honest, transparent, appropriate and professional manner.

The information that we give you will be:

  • Complete, accurate and truthful
  • In clear and plain language
  • Related to products and/or services that are appropriate to your needs
  • Presented in a way that highlights the information that is relevant to you.

If things go wrong we will help you to sort it out quickly and we’ll always do it in a friendly and courteous way.

We keep our ways of working under review and are open to suggestions of how we can improve.

If you need to contact us, our UK call centre is available from 8:30am to 5:00pm, Monday to Friday. Our freephone number is 0800 0920202 or you can call more cheaply from a mobile to 0330 333 7282.

Alternatively, you can email us at help@flowenergy.uk.com

Remember, we have an extensive list of Frequently Asked Questions and the Flow Library of useful documents on this website.

If you prefer you can write to us at Felaw Maltings, 48 Felaw Street, Ipswich, IP2 8PN.

 

1. Work in a fair, honest, transparent, appropriate & professional manner

Our customer care team is trained to prioritise customer satisfaction. Our processes and protocols are designed to make all relevant information available to customers. The idea that the truth is vital to a good customer relationship is at the heart of what we do.

2. The information that we give you will be: complete, accurate and truthful; in clear and plain language; related to products and/or services that are appropriate to your needs; presented in a way that highlights the information that is relevant to you.

We’ve worked hard to make our customer communications as easy to understand as possible, removing jargon and setting out information clearly.

When things go wrong, we tell our customers exactly what has happened and exactly what we’ll do about it, explaining everything so our customers are in full possession of the facts.

We never offer our customers inappropriate products. Our systems are designed to filter customers for whom our products are not appropriate.

We will only ever send you relevant information and we don’t over-communicate. When we do communicate with you, it will be information you’ll need and want to know.

3. Make it easy for you to contact us

Our contact details are listed above.

4. We will act promptly to help you in a friendly and courteous way. If things go wrong we will help you to sort it out quickly

Our complaints procedure is available on our website. We have also voluntarily added our complaints performance.

We are working with Ofgem and Consumer Futures on complaints handling.

5. We keep our ways of working under review and are always open to suggestions of how we can improve

Both our management and customer care teams employ a continuous improvement approach, constantly working to make things better for our customers. We have a broad range of tools to capture good ideas, from old-fashioned suggestion boxes to new-fangled collaborative social spaces. And we are always ready to hear from our customers. We conduct regular customer feedback reviews where we gather detailed information from our customers about their experience. Where appropriate, we act on this advice.