If you are unhappy with any part of our service you can make a complaint. Call the following number to speak to one of our Customer Care team.

Telephone 0330 022 6115 or email

You can also receive free and impartial advice from Citizens Advice by consulting their website or contacting their helpline.

Resolving Complaints

Each complaint is dealt with on an individual basis so we can deliver appropriate responses and take a suitable course of action tailored to each individual customer’s circumstances. Typically the outcome of a complaint may consist of any of the following:

  • an apology
  • an explanation
  • the taking of appropriate remedial action by the regulated provider
  • the award of compensation in appropriate circumstances

We aspire to be able to resolve every complaint the first time a customer calls in and put things right within five days of receiving your complaint. (If you write to us or email us it may take slightly longer to resolve your complaint).

If however we are not able to solve the problem straightaway the following process will be followed.

  1. On receipt of your complaint. Within 24 working hours we will make contact with you regarding the details of your complaint. Our aim is to resolve your complaint to your satisfaction on this contact
  2. If your complaint is of a complex nature and cannot be resolved on the first contact. Your complaint will be escalated by the complaints team to the relevant department manager for investigation. Our complaints Team will respond to you within 5 working days with the outcome/progress of the investigation.
  3. If your complaint has still not been resolved to your satisfaction following step 2. Your complaint will be escalated to our head of customer service. Your complaint will be fully reviewed and correspondence setting out our final position in relation to your complaint will be issued to you within a further 5 working days.

If we have been unable to resolve your complaint to your satisfaction following step 3, Or 8 weeks have passed and your complaint has not been resolved to your satisfaction, you are entitled to a deadlock letter. Your complaint can then be referred to the energy ombudsman for independent review.

The Energy Ombudsman is an independent complaints resolution authority who’s decisions are binding on energy suppliers if the customer accepts the decision.  Therefore any ruling the Ombudsman makes against us that you agree with such as:

  • an apology
  • an explanation
  • the taking of appropriate remedial action by the regulated provider
  • the award of compensation in appropriate circumstances

We will have to accept and implement that action.

The Ombudsman can also decide that the actions we have already taken, as your supplier, are suitable and no further action is required. You can decline to accept the decision and you will not be bound by it or incur any charge.

The Energy Ombudsman is approved by Ofgem, the UK gas and electricity regulator under the Consumers, Estate Agents and Redress Act 2007.

Contact the Energy Ombudsman:

Call – 0330 440 1624
Fax – 0330 440 1625
Textphone – 0330 440 1600
Website –

Customer Rights

If you have a query about any of your customer rights. To ‘know your rights’ click here  for up-to-date information.

You can contact Citizens Advice using the following details

By Web Form : Advice

By phone: 03454 040 506

By post: Consumer Service,

PO Box 833, Moulton

Park, Northampton,


Our Complaints Performance

We carefully record and monitor all the complaints we receive. We publish these results on our website.

We also report our complaints performance to Citizens Advice and Ofgem, along with all the other suppliers.

Alternatively you can ask us to post a copy to you, just contact us on 0330 022 6115

Arrangements for site Access

From time to time our agents and representatives may need to visit your home. This may be for the following reasons.

  • An engineer may need to come to either read or fix your meter
  • A sales representative may knock on your door to provide you with information about new or existing services we provide
  • In rare circumstances a debt recovery agent may be sent for debt purposes

Planned and unplanned visits

Where we can arrange a specific time for a visit we will. Our appointments are divided into two time slots, ‘am’ and ‘pm’:

Morning: 8am-1pm

Afternoon: 12pm-5pm

We require someone over the age of 18 to remain in the property for the duration of the arranged time slot. If we call and you aren’t there, we push a card through your door to let you know that we’ve called. You may also be charged for missing the appointment.

If you are not home when call we might not be able to get back to you on the same day, but if you call Customer Services, we will reschedule the appointment for as soon as possible.

Identity Cards

All of our representatives that visit your home will wear a valid photo ID badge. In some cases our representatives will be from other companies who we have appointed to look after you. You should always check the identity and business of any person before letting them into your home. All visiting representatives will have an identity card that they will show you without being asked. They will also confirm the exact reason they are calling.

You should check the card thoroughly; it should contain the following information:

  • Our name – Avid Energy or the name of the Network Operating Company, Meter Operating Company
  • The name of the representative
  • A colour photograph of the representative
  • An expiry date (all cards are handed back on expiry or when a representative leaves the company)
  • A telephone number that you can call to check their identity
  • Their Agent ID Reference

Password Schemes

If you have concerns about security, we offer a password scheme. This password can be up to 25 characters long. It is chosen by you and updated in our system. We will only ever give your password to our Representatives and Meter Reading, Network Operating Company Representatives who need to know it, and you can change it as often as you like.


We require the person that lets the engineer to be over 18. The identity of engineers calling to your home can be verified by any member of our Customer Care Team. If in doubt, call us on 0330 022 6114.

Network Operators

Avid Energy supply the electricity and/or gas to your property but we do not own the pipes and wires used to transport these around the country. Network operators both local and national provide these connections under an individual licence which is enforced by Ofgem.

In some circumstances a Network Operator Company might have to fix or inspect the pipes and wires connecting your property to the grid. When one of these companies needs to visit your premises we will always try to give you advance warning of but in the case of an emergency they may let you know directly. Representatives of the Network Operator companies will rarely need to come into your property however, as it is up to us as your supplier to maintain your meter.

Meter Readers

Once we install a smart meter in your home, we can read the meter remotely. Until we install a smart meter we may have to send someone to read your meters manually. We use a third party meter operator to read meters on our behalf, they will always provide identification to show they are calling on our behalf. You are by no means obliged to let anybody into your house and if you would prefer we can supply you with a meter reading card for you to fill in yourself.

Debt Recovery Agents

As a last resort when our customers refuse to pay us we may appoint debt recovery agents. We are reluctant to do this and will help you avoid this eventuality as best we can, so please contact us if you are struggling to pay your bills. Debt recovery agents that we send must abide by strict rules. You can learn all about your consumer rights by calling the Citizen’s Advice Bureau or checking their website. Their contact details can be found at the bottom of this page.

Sales Agents

Avid Energy employ sales agents both directly and through established agencies as a means of informing existing and potential customers about our products. We thoroughly train our sales agents and insist that any sales agents that work on our behalf undergo extensive product training. The agents we employ work from 9am-8pm from Monday to Thursday and 9am-6pm on Fridays, and comply with the code of conduct for sales. They will only ever sell at booked events or door-to-door and will never approach you in the street.

Our sales agents will ALWAYS be able to present you with a valid ID badge. This includes:

  • A recent photograph of the Agent
  • The Avid Energy logo
  • A contact number for Avid Energy
  • An expiry date
  • Sales Agents must be able to present a valid Avid Energy ID badge at all times.
  • Many of our agents also choose to wear an Avid Energy uniform, which consists of a jacket or polo shirt with our logo on it.

Verification Calls

If an agent of ours calls to your home and you decide to switch to us, we will always contact you to ensure you are entirely happy to switch to us. We will not process a contract without validating it over the phone. Please note that our Sales Advisors are trained to answer any questions that you may have at this point.

We expect the highest standards of our third parties and monitor them carefully to ensure they continue to deliver for our customers. If you are concerned about the conduct of one of our representatives please contact us immediately. Our Customer Services Team will be on hand to deal with any concerns you may have as a matter of urgency.

Vulnerable Customers

We always check that the person signing up is responsible for the household bills and is over 18. We will always take steps to accommodate any vulnerabilities a customer makes us aware of and will wait and speak to a vulnerable customer’s carer or next of kin if this is deemed necessary.

Impartial Advice

If you would like any independent advice on your energy consumer rights or how to reduce your energy bills then you can visit the Citizens Advice consumer service website. Citizens Advice provide free, confidential and impartial advice on consumer issues. Visit or call the Citizens Advice consumer helpline on 03454 040 506.

National Debtline

  • Call – 08088 084 000
  • Website –

Making a Complaint

If you have a Complaint or any feedback one of our agents it’s best to contact the Sales Team:

All members of staff are trained to deal with your complaint. You can, at any point in this proceeding, ask to speak to a Manager. If we fail to resolve your complaint to your satisfaction within 8 weeks, then you are within your rights to seek impartial advice from the Energy Ombudsman. The Ombudsman is an independent body which helps to resolve complaints for customers; it can ask us to apologise, take some practical action or offer a financial reward to a customer.

Call – 0330 440 1624

Website –

Copies of these documents can be posted to any of our customers free of charge

Disconnections Policy

If you are struggling to keep your meter topped up or pay your bills.

If you are struggling to afford to pay for your energy, please contact us, there are ways in which we can help.

Payment Plans

We can arrange a fixed payment plan that takes account of your personal circumstances and makes it easier for you to keep up with your energy costs.

Energy saving advice

We offer energy saving advice on our website and energy consumption information on our online App. You can also view energy consumption information on your In home display if you opt for one.

Independent advice

You can also access independent energy advice from Citizen’s Advice on their website here

Knowing your rights

It’s important to know your rights as an energy customer. If you have any questions about your rights you can contact us or consult our terms and conditions and privacy statement on our website here.

You can also find independent consumer advice on the Citizen’s advice website here. Must link to the following Address (


In extreme cases where customers do not pay their bills we have the right to disconnect their energy supply. Please note that disconnection is a last resort and we will take every available step to avoid disconnecting our customers.

We will never disconnect a property during winter months if there is a vulnerable member of the household such as someone who is of pensionable age, disabled or chronically sick. When you are signing up to be an Avid Energy customer it is important that you let us know if any members of the household have any vulnerabilities that you think we should be aware of.

Information about Prepayment Meters

Standard meter:

Customers will have a key for their electricity meter and a card for their gas meter. These can be taken to any PayPoint outlet, and topped up with credit by card or cash. Once the card or key has been topped up the card or key should be inserted in to the meter. Inserting the key or card transfers the credit to the meters and allowing the energy supply to continue uninterrupted.

Smart meter with Avid Energy plan:

Customers can still top up using a card at a PayPoint outlet, but they can also top up online by using the Avid Energy app.

If you’re an Avid energy customer and you’re topping up at a PayPoint shop, you can top up by an amount between £5 and £49, if you’re topping up through the app, you can top up by amount between £5 and £99.

Customers who might find it more useful to choose a prepayment plan and meter:

Energy customers who like to monitor and control their energy use.

Some people like to keep a very close eye on exactly what they’re spending on their energy, and prepayment meters enable them to do this. If they have a smart prepayment meter, they can see exactly when they use most energy and even work out which appliances are costing them the most money in their energy bills.

People who have struggled to keep up with their energy bills in the past.

One of the good things about prepaid energy meters is that customers shouldn’t be able to get into debt with their energy bills. However, it can be more expensive than paying monthly bills by Direct Debit or Standing Order.

Anyone letting a flat or house to tenants.

Landlords quite often like to install prepayment meters to make sure their tenants can’t disappear and leave unpaid bills behind. The landlord can be the account holder without worrying about having to take responsibility for their tenants’ energy arrears.

Prepayment meters may not be for everyone.

If you do not have access to the internet or need to have constant energy flowing in your home (for something such as medical equipment) then there is a danger that you can self-disconnect your home by failing to top up your meters in time. If you are planning on signing up with Avid Energy it is important that you let us know of any personal circumstances that might mean paying by prepayment is unsuitable for you.

Can I apply to switch to a prepayment meter and Pay As You Go if I have a credit meter?


If you haven’t already got a smart meter we install one for free when you switch to our Avid Smart PAYG tariff.

If you have a smart meter already that we can support we can simply switch the meter mode remotely from credit to prepayment when you switch to us.

If you no longer want a prepayment meter?

If you’ve moved into a new home and inherited the previous owner’s prepayment meter but don’t want to pay by prepayment give us a call. However we are a prepayment specialist and so in order to avail of our cheapest rates our customers need to opt to pay by prepayment, it’s therefore likely that if you want to remain with us but don’t want to pay by prepayment you will pay a higher price for your energy.

Priority Services Register

The Priority Services Register (PSR) is a register where energy suppliers, energy network providers and other relevant parties must hold information relating to customers who are eligible for additional services.

This confidential register allows us to see which of our customers require specific services to help manage their account and remain on supply.

As a supplier once you have registered with us, we can:

  1. Nominate a friend or family member to act on your behalf
  2. Arrange for someone to attend your property to read your meters free of charge
  3. Arrange for your meter to be moved for ease of access, if your meter is in a location you find difficult to access
  4. Provide you with a free annual gas safety check if you qualify for one
  5. Provide you with copies of your in more accessible formats (such as large print)
  6. Agree a password for your account and require any third party agents to quote this password
  7. If your well-being is critically dependent on your energy supply, we can make sure you get longer notice than usual if it needs to be turned off.

You may be eligible to join our PSR if you, or a member of your household are:

  • A pensioner
  • Living with children or young people under 18
  • Disabled
  • Chronically ill or have a long term illness (such as a heart condition, arthritic hands, breathing difficulties or speech problems)
  • Blind or partially sighted
  • Deaf or hearing impaired
  • Having mental health issues

You should also apply if you depend on electricity to keep any of the following running in your home:

  • Kidney dialysis machine
  • Heart/lung machine
  • Ventilator
  • Nebuliser
  • Oxygen concentrator
  • Apnoea monitor
  • Bath hoist
  • Stair lift.


Please click here to download the form.

Please be aware, your water supplier might also have this type of register. For more information, please contact them directly.

Need more advice?

  • Action on hearing loss –
  • Age UK –
  • Scope UK –
  • Sense –
  • Citizens Advice –
  • Disability Rights UK –
  • The Home Heat Helpline –

Smart Meter Customer Guide

Smart Meter Customer Guide

  • Combined with our mobile app, our smart prepayment meter allows you to top up from anywhere via card or cash payments and even allows automated payments to be enabled preventing your credit from running out
  • In addition the App can be used to gain further insight into your energy usage. As well as your balance, you can also view your payments history and graphs of your energy consumption over time.
  • Having access to this information gives you greater control and visibility over your energy spend, making it easier for our customers to reduce their energy consumption and save on their energy bills.
  • Both our gas and electricity smart meters also operate ‘Friendly Credit’ hours. This means that if you run out of credit during evenings, weekends and bank holidays your supply will not be disconnected. There is no charge to use the ‘Friendly Credit’ feature.
  • We are a prepayment specialist therefore we don’t charge a higher tariff to pay by prepayment smart meter like many other suppliers. Our most competitive tariffs are set up to benefit our prepayment customers – our Avid Smart PAYG tariff is our best tariff.
  • There are several easy and convenient ways to top-up your prepayment smart meters. You can put credit on your meters by topping-up at Paypoint outlets or online via our app. This allows you to top-up from anywhere, at any time of day.
  • Whichever payment method you choose, the top-up is sent to your prepayment smart meters automatically, so there is no need to physically insert a top-up key or card, saving you trips to the meter. In the event the top-up does not credit your smart meter, it is possible to manually enter a top-up by typing in the ‘Top-up Code’ from your receipt into your smart meter(s) directly.
  • When we install your prepayment smart metering equipment, we also offer you an In-Home-Display’. The in-home display is a battery powered portable screen that can also be charged by plugging it into a household mains socket. You can place the IHD almost anywhere in the home to allow you to view your energy usage in real time. Please note however that you do not have to have an IHD installed if you do not want one.
  • For customers that do not wish to avail of an in home display, our online app provides many of the same features, allowing you to take control of your energy use whether you are at home or on the move.
  • Our prepayment smart meters allow you to monitor your energy usage more conveniently, without the need for regular trips to the meters directly, which for some customers can be a hassle due to the meter’s location. However, you should always be able to access your meters, as there may be times you will need to get to them.
  • The installation of our smart meters is free of charge and takes approximately two hours to complete (less for an electricity-only property).
  • Our Customer Care Team have the experience and knowledge required to support you with any prepayment smart meter query you may have.
  • You can contact our customer care team at this number 0330 022 6114

Treating Customers fairly statement

At Avid Energy we are committed to treating all of our customers fairly. This means that we will always deal with each of our customers in an honest, transparent and professional manner. We recognise that all of our customers are individuals with different needs and circumstances, we will therefore always do our best to take account of each individual customer’s circumstances in our processes and in the way we communicate.

We will also ensure that any information we provide to our customers is written in plain English, contains everything our customers would want to know and is otherwise fit for purpose.

In addition, we will make it easy for our customers to let us know if we have failed to live up to their expectations or our own high standards. We value our customers feedback and will work hard to put things right quickly when things go wrong. Our products and services are designed with the customer in mind and we will always make sure that our staff and systems work to the benefit of our customers.

Contact us on any of the below if you want more information:

Quarter 1 2019 Complaints Performance

Complaints Performance Q1 2019

At Avid Energy, we’re passionate about customer service, and doing the right thing for our customers. Despite our best efforts, occasionally we may get things wrong, and we constantly use this as an opportunity to improve things. Whether that’s a process that needs to be reviewed, further training to our teams, or a new product offering, we’re all ears.

What happened in Q1?

We received a total of 81 complaints, and we resolved each one.  This is equal to 28 complaints per 10,000 customers. Whilst that’s lower than most of our competitors, we know these are still higher than what we’d like.

  Number of complaints received Number of complaints received per 100,000 customers Number of complaints resolved Number of complaints resolved per 100,000 % resolved at day +1 % resolved at 8 weeks Number of complaints resolved at (Day+1)
Q1 2019 81 281 81 81 49% 100% 40

Top Reasons for our complaints

What we’re doing to improve:

Customer Care:

  • We continually upskill our agents to deliver the best customer experience possible.
  • We have delivered further training, to ensure our focus and success is on first call resolution
  • Our opening hours (Mon-Fri: 0800-2100, Sat: 0900-1700, Sun: 1000-1700) are unparalleled within the industry, and we endeavour to answer all customer calls as quickly as possible by ensuring we optimise the level of resource so we’re here for customers when they need us most


  • At Avid Energy, we advocate consumers having confidence in the switching process within the energy market. We have commenced review of our sales journey, and continually review our systems and processes to ensure customer
  • We are also engaging with our third-party partners to streamline and enhance the switching journey


  • We conducted a review of sales channels, and where channels were leading to higher levels of customer dissatisfaction, we have ceased or reduced these
  • We provide continual feedback, coaching and reviews for all sales campaigns to ensure we deliver service excellence on every customer interaction
  • We introduced an enhanced onboarding journey process, including follow up calls to ensure customer understanding is confirmed, we resolve any questions from the sales process, and enhance the switching journey for customers


  • As a Prepayment supplier, we understand that sometimes there are difficulties in topping up. Our Customer Care agents are trained to provide energy advice, and referrals to organisations to support
  • Dependent on circumstances we may also offer discretionary credit
  • We are reviewing our processes relating to customers in difficulty, including engagement with third parties to provide services designed to assist customers in financial difficulty


  • We have introduced new tariffs, providing customers choice, and control
  • Our App developments provide customers with visibility of their usage, and have done significant marketing to our customers informing them this is available
  • We’ve also carried out customer feedback visits to see what developments customers would like, and we’re also carrying out customer feedback projects to understand their views on certain features and changes we’re considering introducing

contact us 

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