USEFUL INFORMATION

specific details

Code of Practice

We are proud to have signed up to the TPI Code of Practice, established by EON. 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 and trustworthy way to deliver our energy supply services. The guidelines set out in the Code are there to protect you and make sure the service you receive is one that is honest and professional.

Summary

The Team

Every member of Dr Cost has gone through a robust recruitment process and background checks to ensure that each one has the skills and knowledge to act to a high professional standard. We are an equal opportunities employer and value the individual skills that each member of the team can bring to our organisation.

Training

We actively encourage and promote personal development with every member of our team and keep up-to-date performance records for all our staff.

Sales Material

Any marketing material we use and quotes or reports we produce avoid jargon, where possible.

Responsible Selling

We do not use misleading or misdirecting sales tactics; we treat everyone we speak to with the respect they deserve. Our energy consultants are committed to communicate in clear, transparent and easily understandable language.

Letter of Authority

From all our clients we ask that we have a one-page, clear, printed and signed Letter of Authority (LOA), printed on their company headed paper or personal letterhead. This states that we have permission to perform our duties on their behalf.

Energy Market Access

We have live energy markets access enabling us to track, in real time, oil, gas and power movements. We compare this to historical pricing to ensure that we offer impartial advice on what we believe is the best option and contract length for a customer going forward.

Quotes

We do not favour one supplier over another. You are not obligated to accept any of the options we present.

Supplier Contracts

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 work with you and your supplier to resolve the issue.

Relevant Laws & Regulations

As well as the Code of Practice, we adhere to the Supply Licence Condition 7a of Ofgem’s Standards of Conduct. We follow The Data Protection Act when handling our clients’ information and are registered with the Information Commissioner’s Office (#Z318375X).

Data Retention Policy

Information and records relating to service users are stored securely and only 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
  • Personal details

We have an archive policy in place which is in line with our Professional Indemnity insurance, The Data Protection Act and the General Data Protection Regulation (GDPR) principles in accordance with the laws of England and Wales. Information will be stored for only as long as it is needed or required by statute and will be disposed of appropriately.

Complaints

We hope you never have to make a complaint but if you do, we have a simple and effective complaints procedure.

 

On receipt of your complaint (whether by telephone, letter, email or fax) a member of our senior staff (Harris Rosenberg, Maria Boeger or Melissa Graham) will immediately review the information you provide and report the details to our Managing Director, Samuel Strom. We will then allocate your complaint to the most appropriate member of staff to resolve it for you. Upon receiving a complaint we will:

  1. acknowledge your complaint promptly: we will respond to a written complaint within 2 working days;
  2. advise you clearly who is investigating your complaint and provide you with a contact address and telephone number;
  3. 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;
  4. undertake a thorough investigation into the matters you have raised and instigate action if required;
  5. provide a full response or update within 7 working days;
  6. 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