• Our policy on cold calling

  • We understand the inconvenience of receiving an unexpected sales call, or picking up the phone in fear of speaking with a salesperson – or even a recorded message.

    In 2013, we became the first energy company in Great Britain to end cold calling after listening to our customer feedback.

    Now, we’re encouraging other companies to do the same, by backing the ‘Which?’ campaign: “Calling Time On Nuisance Phone Calls”.

    We’re proud to make a difference, ensuring that contact with our customers is on their terms and that any great deals we offer are relevant to what our customers want.

    So, in line with the ‘Which?’ campaign, we’re committed to:

    • Using Caller Line Identification (CLI) for all marketing calls;
    • Letting other companies in our data chain know whether you’ve opted out of all marketing calls or texts; 
    • Ensuring we make contact with you within six months from the time you gave consent when your initial consent was given via a third party;
    • Making it easy for you to withdraw your consent;
    • Screening all telephone numbers against the Telephone Preference Service (TPS), except where customers have specifically requested a call from us;
    • Carrying out an annual review of the effectiveness of these policies. Our Sales Director, Gary Pickering, is responsible for our policy on cold calling.

    If you’ve received a cold call from us, or anyone else, you can report it to the relevant industry bodies by using the simple complaints tool on the Which? website.

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