Customer Charter

Our Commitment to You

At ThamesWey Energy Ltd we are committed to providing a reliable, fair, and transparent heat and energy service. This customer Charter set out the standards we can expect from us and your rights as a customer.

1. Fairness and Transparency

We will:

  • Treat all customers fairly, honestly, and respectfully
  • Provide clear, accurate, and easy-to-understand information
  • Ensure our pricing, billing, and terms are transparent
  • Communicate in plain English without unnecessary jargon

You will always know:

  • What you are paying for
  • How your charges are calculated
  • Who to contact if you need help
2. Pricing and Billing

We will:

  • Ensure our prices are fair and reflective of the cost of supplying heat and energy
  • Provide advance notice of any price changes
  • Issue accurate and timely bills
  • Offer a range of payment options, including Direct Debit where available

If something goes wrong:

  • We will correct billing errors promptly
  • Refund or adjust any incorrect charges
3. Reliable Supply

We will:

  • Maintain our systems to provide a safe and reliable heat supply
  • Act quickly to resolve outages or faults
  • Keep you informed of any planned or unplanned interruptions

In the event of disruption:

  • We will provide updates and expected resolution times
  • Where applicable, we will follow compensation policies
4. Customer Service Standards

We will:

  • Respond to enquiries promptly and professionally
  • Make it easy for you to contact us by phone, email, or online
  • Keep accurate records of your interactions
  • Provide clear next steps when resolving your query
5. Supporting Vulnerable Customers

We recognise that some customers may need additional support.

We will:

  • Maintain a Priority Services Register (PSR) where applicable
  • Provide extra help for customers in vulnerable circumstances
  • Communicate in accessible formats where needed
  • Take reasonable steps to avoid disconnection or hardship
6. Complaints Handling

If you are unhappy with our service, we will:

  • Take your complaint seriously
  • Acknowledge it promptly
  • Investigate fairly and thoroughly
  • Provide a clear response within a reasonable timeframe

If we cannot resolve your complaint:

  • We will explain your rights to escalate the issue
  • We will signpost you to the Energy Ombudsman or relevant dispute body
7. Data Protection and Privacy

We will:

  • Protect your personal data in line with UK GDPR and Data Protection laws
  • Only use your information for legitimate purposes
  • Never share your data without lawful reason
  • Provide access to your data upon request
8. Moving In and Out (Tenancy Changes)

We will:

  • Make it easy to notify us when you move in or out
  • Ensure your account is updated promptly
  • Provide final bills in a timely manner
9. Continuous Improvement

We are committed to improving our service by:

  • Monitoring performance against regulatory standards
  • Learning from customer feedback and complaints
  • Regularly reviewing our policies and processes
10. Your Responsibilities

To help us serve you better, we ask that you:

  • Provide accurate information
  • Inform us of any changes (e.g. moving home)
  • Make payments on time or contact us if you are struggling
  • Treat our staff with respect
11. Contact Us

If you need help or have any questions:

* Phone: 0345 601 5515
* Email: customers@thamesweyenergy.co.uk
* Website: Contact ThamesWey Energy

Our Promise

We are committed to delivering a service that is:

  • Fair
  • Transparent
  • Reliable
  • Customer-focused

If we fall short, we will put things right.