Standards of conduct

Good Energy was founded as a green, ethical company to help give energy consumers a role in tackling climate change. 

Alongside our employees and shareholders, our customers are crucial to delivering on this purpose, so we’ve always worked hard to put them at the heart of everything we do.

When it comes to customer service, this means not just meeting minimum levels of fairness and transparency, but setting ourselves the highest standards - and always looking for ways to improve.

We’re proud of our award-winning customer service, which has seen us awarded 4 out of 5 stars by Which? for customer service in 2016 and 2017. We do this by really listening to our customers; this is the best way to understand their motivations and concerns, and quite often gives us some of our best ideas.

In 2013, the industry regulator Ofgem set out Standards of Conduct to ensure all energy suppliers were treating their customers fairly. Part of that requirement is for every supplier to publish an annual ‘Treating Customers Fairly Statement’ to show how they’re meeting the standards and the kind of service customers can expect.

The Standards of Conduct commit all energy companies to:

  • Operate in a fair, honest, transparent and professional way
  • Provide information to the customer that is accurate, easy-to-understand, relevant and fair
  • Provide a transparent and complete customer service

Further information is available at: www.ofgem.gov.uk/simpler-clearer-fairer/fairer-treatment

Our 2016 Treating Customers Fairly Report is available to download at the bottom of this page. This outlines just some of the ways we’ve improved our customer service this year, as well as our plans for 2017.

In the meantime, we will continue to work tirelessly to keep delivering the level of service our customers expect and deserve. If you’d like to know more, please get in touch.

Existing customers 

Call 0800 254 0000

Monday to Friday 8am–8pm (not including bank holidays)

Saturdays 8am–1pm

Not already a customer?

Switch for Good online: https://www.goodenergy.co.uk/switch/

Or call 0800 254 0004

Monday–Friday: 08:30–17:30

 

Treating Customers Fairly Report

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