Code of Practice
We are proud to have signed up to the TPI Code of Practice. Third Party Intermediaries (TPIs), within the energy industry are not regulated, the Code is a set of standards designed to ensure the TPI you are dealing with is trustworthy.
We believe in working in a fair, responsible & trustworthy way to deliver our energy purchasing services. The guidelines set out in the Code are there to protect you and make sure the service you receive is an honest and professional one.
Every member of Dr Cost has gone through a robust recruitment process and background checks to ensure they have the skills and know how to act to a high standard.
We have live Energy markets access, tracking oil, gas and power movements and we compare this to historical pricing to ensure that we offer impartial advice on what we believe is the best option and contract length going forward. We also actively encourage & promote personal development with every member of our team and we keep up to date records for all of our staff.
Any marketing material we use is written clearly and in an easy to understand manner.
We do not use misleading or misdirecting sales tactics, we treat everyone we speak to with the respect they deserve and our energy consultants communicate in a clear, transparent and easy to understand language.
Letter of Authority
For all our clients we ask that we have a signed Letter of Authority (LOA), printed on their company headed paper. This outlines what we have permission to do on their behalf, written in clear, easy-to-understand language.
We do not favour one supplier over another. You are not obligated to accept any of the options we present.
Before you sign anything, we’ll make sure that you have access to all the information you need to fully understand what you are signing and the implications of signing it.
Supplier Switching Issues
If there are any issues that need resolving when switching your contract, we will let you know as soon as possible and will work with you and your supplier to resolve the issue.
Relevant Laws & Regulations
As well as the code we adhere to the Supply Licence Condition 7a of Ofgem’s Standards of Conduct. We follow the Data Protection Act when handling our client’s details and are registered with the Information Commissioner’s Office (#Z318375X).
Data Retention Policy
Information and records relating to service users will be stored securely and will only be accessible to authorised staff. The following Client Documents will be kept on our Secure Computerised Network:
- Signed Letter of Authority
- Supply Invoice
- Signed Supply Contracts
We have an archive policy in place which is in line with our PI insurance, The Data Protection Act, necessary GDPR regulations in accordance with the laws of England and Wales. Information will be stored for only as long as it is needed or required statute and will be disposed of appropriately.
We hope you never have to make a complaint but, if you do, we have a simple and effective complaints process complaints procedure.
On receipt of your complaint (whether by telephone, letter, email or fax) a member of our Senior Staff (Harris, Maria or Melissa) will immediately review the information you provide and report the details to our Managing Director, Samuel. We will then allocate your complaint to the most appropriate member of staff to resolve it for you. Upon Receiving a Complaint, We Will:
- Acknowledge your complaint promptly: we will respond to a written complaint within 1 working day.
- Advise you clearly who is investigating your complaint and provide you with a contact address and telephone number.
- Ensure our complaint log includes: Your contact details | The supply or contract in question (including the MPAN/MPR) | The site address |The full complaint details | The resolution you have requested
- Carry out a thorough investigation into the matters you have raised and instigate action if required.
- We will provide a full response or update within 7 working days.
- Carry out any agreed actions.
Contact Details: Dr Cost
Unit 4, Technology Park
Colindeep Lane, NW9 6BX
If you are not completely satisfied with the outcome you can contact the Energy Ombudsman. Details of which can be found at: https://www.ombudsman-services.org/energy.html