Treating our customers fairly

At ESB Energy, we’re committed to being the easiest and most transparent energy company to deal with.

"It’s the very reason we got into the energy supply business"

This is not just a policy of ours. It’s the very reason we got into the energy supply business in the first place. You've probably found yourself on a website like ours before. And like the rest of us, you must have smiled to yourself when you got to the Treating our Customers Fairly page. How could anyone in business - any business - need to actually say out loud that they had a policy of treating their customers fairly!

If you don't treat your customers with the kind of respect and openness they deserve, you're not going to last more than about five minutes - and nor should you. At least that's what we believe.

The fact is that some of us remember what dealing with energy suppliers used to be like in the bad old days. Suffice it to say, there's a very good reason that a body like Ofgem insists that we all produce statements like this one. 

None the less, very occasionally we will make mistakes regardless of how hard we try not to. And if that happens, you need to know what's the quickest and easiest way to get your problem fixed. So here is some information to help you on the rare occasion that something does go wrong.