Flogas Energy - Customer Care Charter

Our Commitment to You

At Flogas Energy, we’re committed to treating our customers fairly and in line with our core values of safety, integrity, partnership and excellence.

We strive to offer the very best customer experience by listening to any concerns you may have. We’ll respond in a timely manner and ensure our communications are easy to understand. 

Safety  

Our first priority is the safety of our customers, employees and any other stakeholders affected by our business activities. Nothing we do is so important that it can’t be done safely, every time. Safety is the foundation of our sustainable business success and that’s why we continuously look for ways to improve our safety culture, systems and processes.

Integrity

Being fair, honest, open and accountable are the pillars on which our business has been built. We believe in doing the right thing and treating our customers with respect and dignity. At Flogas Energy, you can trust us to lead by example and take pride in delivering on our promises. 

Partnership

Our business is founded on trust and respect. We place significant value on fairness, loyalty and commitment. We want you to feel at ease when doing business with us, which is why we operate to the highest standards and we’re always eager to help.

Excellence 

We believe great performance comes from preparation and a drive for success. We’re passionate about customer service and work hard to ensure our customers are completely satisfied. It’s our pursuit of excellence that drives us forward, ensuring we continue to deliver for you every day.  

We aim to be the best

We always do our best to make sure we get it right, first time, every time. We are focused on operational excellence and the development of our people and continuously benchmark our customer service against industry best practice. 
However, if there is something that you aren’t completely happy with, then we’re here to listen. 

There are several ways you can tell us about it:

By phone: Call us on 0800 022 3232 (anytime between 08.30 – 17.00, Monday to Friday)
Email: [email protected]
Write to us at: Flogas Energy, 81 Rayns Way, Watermead Business Park, 
Syston, Leicestershire, LE7 1PF

What we’ll do next

As soon as we hear from you, we’ll try to resolve the issue straight away. 

We aim to acknowledge letters and emails within 24 hours. Complex queries may take longer to resolve, so we’ll stay in touch to keep you informed of our progress. 

We’ll always take your complaint very seriously. We continuously strive for improvement, and if necessary, we’ll amend our procedures to make sure the issue doesn’t arise again. We intend to review our complaints charter annually. 

What happens if you’re not satisfied?

If you’re not happy with the way we’ve handled or resolved your complaint, then please tell us and we’ll escalate it internally.

Our specialist team will explore the situation fully and work with you to resolve the issue. 

If you disagree, or after a total of 56 days we still haven’t agreed on a solution together, you can refer your complaint to the Ombudsman Services: Energy. You can approach the Energy Ombudsman earlier if you receive a “letter of deadlock” or final response from us. If you wish to contact the Energy Ombudsman you must do so within 12 months of receiving the deadlock letter. 

The Energy Ombudsman

The Energy Ombudsman is there to help resolve disputes between energy suppliers and customers.  The services they offer are free of charge and they are totally independent. This means they don’t take sides and offer an impartial opinion.

There are several ways you can contact the Energy Ombudsman:

Phone: 0330 440 1624
Fax: 0330 440 1625 
Text phone: 0330 440 1600
Email: [email protected]
For more details on the services they offer, visit: www.ombudsman-services.org/sectors/energy

The Citizens Advice

The Citizens Advice provides free, confidential advice and assistance to help people overcome their problems. They help with everything from money issues to problems at work, housing to consumer rights and can be contacted at any point during the complaints process.

You can contact the Citizens Advice by:

Phone: 03454 040 506 or
Online: www.citizensadvice.org.uk/energy