Training

All of our sales staff go through rigorous training. No one, whether directly employed by us or working on our behalf, is allowed to sell before undergoing our in-depth training induction. The training covers the products and services we offer and acceptable sales techniques.

All candidates also receive training in diversity, and learn how to identify vulnerable customers and refer them to our specialist services. Only once they’ve completed the course and passed the assessment are they allowed to sell to the public.

All our new sales advisors are partnered with an experienced colleague for their first two weeks. They’re also regularly accompanied by external assessors to check they’re complying with the Association of Electricity Suppliers’ ‘Energy Sure’ Code of Practice. And they’re reassessed regularly to check they’re still complying.

Direct sales complaints

We treat direct sales complaints very seriously and have strict disciplinary measures in place, including dismissal for any sales advisor who is found to be misleading customers deliberately.

Last year we also revised our sales and complaints policy, which was signed off by the Association of Energy Suppliers.

Next year

We’ll continue to develop and refine all of our sales and compliance processes, based on customer feedback and industry best practice. We will also continue to work on our customer management processes.