Treating customers fairly

• Providing numerous ways of contacting us including dedicated telephone numbers and email addresses
• Training our staff to provide a seamless service
• Where problems do occur, we will do all we can to ensure a timely resolution of queries together with effective routes for query escalation
• We will communicate to you jargon-free
• Our invoices will be clear, concise and based on actual meter readings where possible
• If your circumstances change, we will do our best to assist you

• We will do all we can to resolve your queries quickly and fairly
• We will notify you as quickly as possible of any issues that arise with your account
• We will provide online account access for your convenience
• We will continually challenge our staff, our systems and our processes to improve our products and services based on both customer feedback and continual self-review
• We will utilise all feedback constructively
• Should your account fall into arrears we will provide assistance where possible
• Should you feel unhappy with the service you receive we will provide a simple, open and objective complaints handling process

This statement will be reviewed periodically to ensure it reflects our commitments and standards. Your feedback is important to us and helps us improve our products and services. Email us hello@crowngas.co.uk or call us on 0161 762 7744.