What you should expect

Be happy. Stay relaxed. Trust Flow to care.

What should you expect from Flow? Some of the best customer service around. But we’d like to be a bit more specific than that. We’d like you to know exactly what you should expect from Flow when it comes to service. So we publish our five point Customer Charter. This may seem like a strange request, but we’d like you to print it off, if you can. Then you’ll always have a reminder of what we said we’d do. If you feel we aren’t living up to it, then please let us know and we’ll do everything we can to put that right.

The Flow Customer Charter:

  • A friendly UK-based customer service team who understand what you need
  • Quick response times whenever you contact us
  • Clear customer communication from us - and not too much of it
  • An open and honest approach, so you always know where you stand
  • The truth if things go wrong - and a speedy resolution

We recruit people who care

Every company says they provide great customer service. But it’s very rarely true. We like to say something different – we employ people who care. Our teams are really efficient and very effective of course. But the key thing is they deeply and genuinely care about our customers. So they don’t provide great customer service because we ask them to. They provide great service because it comes naturally to them. Part of our recruitment process involves assessing candidates on their empathy, how well they respond to customers as people. The ones who show they really care, we hire. The ones who don’t? Well, perhaps they go to work for our competitors!

Meet the team

We’re proud of our people because they’re genuinely impressive.  Take the time to watch our video and meet a few of them now.

Hear our customers

Our customers come from all walks of life and all parts of the country.  But there’s something that they all share.  They’re all happy to be with Flow.

Happy stats

The energy industry is famous for its poor customer service.  Flow has bucked that trend with some of the best customer service stats in the UK.