Complaints

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 complaints@avidenergy.co.uk

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 – www.ombudsman-services.org/sectors/energy

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 : https://ssl.datamotion.com/form.aspx?co=3438&frm=energy&to=flareenergy.fromformsCitizens Advice

By phone: 03454 040 506

By post: Consumer Service,

PO Box 833, Moulton

Park, Northampton,

NN3 0AN

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

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 (https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/citizens-advice-consumer-work/know-your-rights-in-the-energy-market/)

Disconnections

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.

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.

APPLY FOR THE PRIORITY SERVICES REGISTER

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 – www.actiononhearingloss.org.uk
  • Age UK – www.ageuk.org.uk
  • Scope UK – www.scope.org.uk
  • Sense – www.sense.org.uk
  • Citizens Advice – www.citizensadvice.org.uk
  • Disability Rights UK – www.disabilityrightsuk.org
  • The Home Heat Helpline – www.homeheathelpline.org.uk

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

Switching:

  • 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

Sales:

  • 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

Prepayment:

  • 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

Pricing:

  • 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