At Flow, we treat our customers how they should be treated: fairly and with respect
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:
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 call centre is available from 8:00am to 8:00pm, Monday to Friday. Our freephone number is 0800 0920202.
Alternatively, you can email us at firstname.lastname@example.org
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.
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.
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.
Our contact details are listed above.
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.
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.