Guarantees of service: Powergen

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These are powergens guarantees of service. I am trying to get hold of guarantees from other suppliers and will post them when I get them.

Here are Powergens:

Energy Suppliers' Guaranteed standards of service

Powergen guarantee to honour our commitment to the following services and will send you a payment should they fail to acheive any of them.

These services are:

Answering questions about the accuracy of your meter

• Powergen will provide a valid explanation to you within 5 workings days of being told - £20 payment if they fail to do so

• If they need to test the meter, we will contact you within 7 working days to arrange this - £20 payment if they fail to do so.

Accuracy of electricity accounts

• If you have a query regarding the correctness of your account (in area 11 MPAN only - East Midlands) or whether any guarantee oayment is due, they will reply to you within 5 working days
• If you wish to change your method of payment and they do not agree they will tell you within 5 working days
• Where they have advised you that you are due a refund we will make a payment to you within 5 days.

If they fail to adhere to any of the above you will receive £20

Prepayment meters

If you notify them that you have no supply, they will visit within the following timescales when it is believed the meter is faulty

• Electricity - Within 3 hours on working days (if notified between 7am - 7pm)
• Electricity - within 4 hours on other days (if notified between 9am - 5pm
• Gas - Within 4 hours on working days (if notified between 8am-8pm)
• Gas - within 4 hours on other days (if notified between 9am - 5pm

If they fail on any of the above points you will receive £20

To offer appointments that suits your needs