Standards of service
At npower we want to ensure you receive the highest standards of service. We aim to answer your calls quickly and efficiently and reply to any query within five working days. We will always be understanding and fair when handling your complaint.
There are a number of Guaranteed and Overall Standards to ensure that you receive outstanding service. As your energy supplier, npower is responsible for the standards covering your meter and bill.
We are also required to tell you about the standards which apply to your local electricity distribution company and/or gas transporter, which cover supply interruptions, maintenance work, etc. The following Standards of Service document is available for you to view in pdf format (it’ll take a few moments to download on a 56k modem):
You will need a copy of Adobe Acrobat Reader to view this file. This is a free download from the Adobe website.
The above document relates to the Standards of Service for customers of Npower Limited and Npower Gas Limited, Npower Northern Ltd and Npower Yorkshire Ltd.
If we have not met the standards you expect of us, please contact us.
