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Customer charter

Our commitment to you

Our way of working

Making sure you receive great customer service, at all times, is important to us. In fact, it’s so important that we’ve made it part of our mission statement. So you can be sure that whenever you deal with us, we will always work to the highest standards – working to local trading standards, the guidelines of the Office of Fair Trading and all relevant consumer-protection laws. Great customer service is also about simplicity, so this Customer Charter (which is our promise to you), is based on the recommendations of the following:

  • The Institute of Customer Service
  • Plain English Campaign
  • Customer Service Excellence
  • The Office of the Gas and Electricity Markets
  • The Distance Selling Regulations
  • Consumer Protection for Unfair Trading Regulations

Our responsibilities

With a network of depots across the country, we support hundreds of local communities. With that comes responsibility; not only to the communities and our customers, but also to our colleagues and the environment.

Local communities

We aim to have a positive effect on the communities we work in, which is why we encourage all our colleagues to get involved in and support their local neighbourhoods. As a business, we will continue to support a wide range of local and national charities.


Through our Climate Change Committee we are committed to reducing the effect our business and our customers have on the environment by using power and fuel effectively and having efficient operating systems. We are also dedicated to developing sustainable products (products that don’t waste the planet’s resources), including bio-fuels and products with reduced carbon emissions.

Safety first

Every member of the Certas Energy team is important. Their health and well-being, and that of our customers, is our number one priority. We will always make sure that every aspect of our work meets our high health and safety standards, as well as those of the Health and Safety Executive.

Finally, we want to become an employer people want to work for, providing colleagues with a great place to work and the opportunity to develop with us. We promote equal opportunities for all members of staff, regardless of their sex, race, age, disability, sexuality or religion.

Our commitment to you

We will always treat you fairly in line with our company values of:

  • Being safe and considerate.
  • Being open and honest.
  • Having a can do and will do attitude.
  • Constantly improving and inspiring.
  • We will be polite.

We will always respect your feelings and views and will make sure we treat you as we would like to be treated ourselves.

When you ask us a question we will carefully consider it and then answer it clearly, honestly and as best we can.

We will always offer you a high-quality service – nothing beats that experience.

We will try to respond to your calls and emails within three working days.

All our communications will be written clearly in plain English, in line with the guidelines of the Advertising Standards Authority and Plain English Campaign.

We will make sure our communications do not contain misleading information on price, value or service.

We will make our communications available in a variety of ways and formats, including translated versions, large print and Braille.

We will always give our domestic customers a price when they place an order. We won’t hide any extra charges in the small print.

We will issue your invoices and statements in good time and they will clearly show all charges and payment terms.

We will deal quickly and openly with any questions about invoices.

We will seriously consider any comments from you on how we can improve our service. Standing still is not an option – we are always ready to learn.

Contacting us

Your feedback is important to us, so you can contact our customer relations team at:

Customer Relations
Certas Energy UK Limited
302 Bridgewater Place
Birchwood Park
Email: customer.relations@certasenergy.co.uk
Phone: 0800 0854 818

Our customer relations team will get back to you within three working days to confirm that they are dealing with your question, complaint or comment. If your complaint is about your dealings with any of the companies within the Certas Energy group, we aim to solve the problem within 15 working days.

Your feedback will immediately be recorded in our customer feedback system so there will be a detailed record of all contact we have with you.

You will only have to deal with one member of our customer relations team, so you will always know who you need to speak to. However, if you are not satisfied with how we have dealt with your complaint you can contact:

Head of Customer Relations
Certas Energy UK Limited
302 Bridgewater Place
Birchwood Park
Email: aileen.till@certasenergy.co.uk

Once we have dealt with your complaint, we will write to you. If you are not happy with our response, you can contact The Retail Ombudsman at 33 Floor Euston Towers, 286 Euston Road, London NW1 3DP or phone them on 02035 408 063.

We are always looking for ways to improve our products and services, so we want to hear what you think about us. You can get involved by rating our performances, taking part in customer research or giving us suggestions.

If you do not want us to contact you for research purposes, phone our customer relations team on 0800 0854 818 or email: customer.relations@certasenergy.co.uk.