Putting Things Right

From Dawn Muspratt, Our Power’s Founding Chief Executive
‘As a customer you are our priority and we take our commitment to providing great customer service seriously.

We know that things can go wrong. Our complaints procedure helps us to put things right and gives us the information we need to learn lessons and improve our service.

There may be times where we are unable to fulfil your request however we will always explain why and offer additional advice where possible.

Our aim is to resolve complaints at the first point that you contact us. We will be open and honest about any mistakes we have made and aim to resolve them quickly and efficiently.’

What is a complaint?

We define a complaint as “any expression of dissatisfaction made to us, relating to any one or more of our products, services or the manner in which we have dealt with any such expressions of dissatisfaction, where a response is either provided by or on behalf of Our Power at the point at which contact is made or a response is explicitly or implicitly required or expected to be provided thereafter.”

In a nutshell, if something goes wrong or you’re unhappy with our service, it’s a complaint.

Letting us Know About Your Complaint

Phone: 0808 168 4534

When you call us to make a complaint the Customer Care Advisor will attempt to resolve matters during the call.

You can email us at: complaints@our-power.co.uk

You can write to us at: Our Power Energy Supply Ltd, The Hays Business Centre, 4 Hay Avenue, Edinburgh EH16 4AQ

However you get in touch with us we will aim to resolve your complaint as soon as possible and often by the end of the next working day. It will help us if you provide contact details such as a phone number so we can get in touch with you.

What we’re doing to improve our service

As our customer numbers have continued to grow significantly over the past 12 months, we have invested heavily in staff for our Customer Service Hub to help us meet the customer demand. This includes growing both our telephony and processing teams.

We have also invested in a new telephony system to help improve the service to customers and provide them with options so we can deal with their call more efficiently.

The biggest improvement we are making is to our Customer Billing System. We are in the process of migrating to a new system which will allow us to enhance our Billing and Payments performance.

Further, we are changing our Prepayment offering by issuing an electric key for all legacy prepayment customers rather than an 8 digit code; meaning that customers who switch to us or move into a property we already supply, will have a new key and card and a clean meter with the correct tariffs for them.