Monday to Friday, 8am to 6pm (for non-household billing enquiries, please contact your retailer).
Monday to Friday, 8am to 6pm (emergencies only at other times)
Help us to shape the future
We aim to provide you with the highest levels of customer service and want to give you the best possible experience when dealing with us.
If we fail to meet our standards of service we will compensate you. Our promises for billing and account queries are as follows:
* payment will be made within 10 working days. If we fail to make a payment within this time you can claim a penalty payment of £20 from us.
** we'll only make this payment once during the recovery of a particular debt.
*** the debt collection agencies we use (except Searchlight Collections which is in the BWBSL group of companies) are registered with the Financial Conduct Authority and are members of the Credit Association and subject to its code of practice.
We'll compensate you if you have asked us to the following and we don't: