Customer Service Commitment

We are committed to a long-term view of customer care and as a result aim to exceed your expectations.

You are assured a courteous and efficient response to any questions posed, whether it is by email, telephone or fax. We understand that you want to speak to a trained Opus Energy representative so we don’t use automated call centres, rather fully staffed centres located here in the UK.

We pride ourselves on never keeping our customers waiting and strive to answer 90% of all calls received within 30 seconds. Each call is handled by an industry expert who will work with you to answer any questions you may have, immediately without being passed from department to department before you get an answer.

If we are unable to assist you immediately, we will aim to call you back within 48 hours with a full update. If you pose your issue by email or letter we will aim to provide a detailed response within 7 working days either via a telephone call or in writing.

We consistently monitor the impact of what we do and apply performance measurement tools to identify areas of improvement. We will always consider any new ways to improve our service and welcome any feedback you want to give to help us achieve this aim.

If in the unlikely event that you are unhappy with our service or you do not feel that we have met the standards outlined above, then please do get in contact with our customer care team.