The electricity industry is riddled with poor customer service.

Everyone at LoCO2 Energy has been a customer of an electricity supplier. We have first-hand experience of where things go wrong. Below are just a few examples we came up with:

• Long waits to speak to people

• Endless navigation options on touch-tone phones

• Feckless call-centre employees

• Barrages of confusing electricity industry jargon

• Unfair direct debits with customers building up large credits with their suppliers; or very low direct debits and sudden unexpected requests for hundreds of pounds.

• Inaccurate and/or confusing bills

So when we sat down and talked through how our new renewable electricity company would work, customer service was at the top of the list.

Our customer service promises to you are: 

• When you call, you will speak to a member of the team at the heart of the business straight away. We run no call centres and you will reach our offices immediately.

• Many of our customers will get to know the customer service team by name and often ask for a particular person.

• No touch tone navigation. When we answer, our expert team will deal with your call on a case-by-case basis

• We will explain any industry jargon. We have a no-nonsense approach.

•  You can raise or lower the direct debit as you see fit and we will be happy to issue you a cheque or do a bank transfer if you build up a credit. Our direct debits are otherwise set by an annual average.

• Crystal clear bills. We have invested a great deal in our new billing software. It's so good, we've unofficially dubbed it the 'magic software'. Nonetheless, each bill is checked by a person to make sure it makes sense.

If you would like further reassurance about the quality of our customer care, feel free to ring us on 0845 074 3601, or email us.