Our commitment to our customers is detailed here.

Standards of service (PDF, 869KB)

As part of our commitment to providing excellent service, we work with the industry regulator and other industry associations.

The industry regulator, Ofgem, works with all energy companies to set Guaranteed Standards. Customers are entitled to compensation if these Guaranteed Standards are not met.

As your energy supplier, we are responsible for the standards covering your meter and bill.

There are also Guaranteed Standards which apply to your local electricity distribution company and gas transporter, these cover supply interruptions and maintenance work etc.

Our Service Promise - Supplier

At npower we want to ensure you receive the highest standards of service.

We aim to answer your calls quickly and efficiently and deal with any written queries promptly. We will always be understanding and fair when handling your enquiry, so feel free to contact us.

We welcome your comments about our service. If we don’t meet the standards you expect of us, please get in touch so that we can listen to your concerns and learn from them.

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Please note: Our Live Chat and phone lines are very busy, and you could be waiting longer than usual while we help customers in immediate difficulty. There may be Government support available for your business so please take a few minutes to see if this could help you. We’re open Monday to Thursday from 8:30am to 5:30pm, Friday from 8:30am to 5:00pm.

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