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How Do I Make A Complaint?
Getting things right first time is really important to us, but sometimes things don't go quite to plan. If you are unhappy with our service, this is the process you can follow:
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Do you work with Brokers?We do work with brokers – but we do not deal with brokers who predominantly operate with micro-businesses or SMEs.
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My organisation doesn’t use the services of a Consultant/TPI, so can I deal with you directly?Yes, we supply customers of varying sizes that deal with Evolve Energy directly.
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How can you help us convert more of our customers to flexible purchasing arrangements to mitigate commodity exposure?We certainly can help you. Even though we cannot advise you when to purchase energy, we have tools and software that can be provided to help inform your decision. We will also support you in explaining the different mechanisms that exist.
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How do you onboard a major customer portfolio and how do you keep risk to a minimum?Moving a portfolio from an incumbent supplier can be a cause for concern. However we want everyone in the process to feel confident. Transfer readings form a big part of the Consultant and Customer’s consideration in transferring energy supplier especially for large multi-site portfolios. Evolve Energy, for example, can provide details of the D0086 electricity transfer readings to demonstrate that we will always raise our invoices to these readings despite the outgoing supplier often using estimates. This empowers our Partners to validate invoices which we consider to be vital for them to know that our billing is accurate.
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My client cannot access a long-term flexible framework because of their credit position – can you help?If your customer wants to protect their commodity exposure and purchase energy on a long term horizon but they cannot access a long term flexible framework because of their credit position, we’re often able to help. We will explore numerous options to give the customer what they want if we can mitigate our credit exposure. This can include cash margining to cover the mark-to-market risk and advance payment or a combination of both.
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Who can we contact if we have more questions or concerns?If you have any further questions or concerns, please feel free to reach out to your usual contact within our account management team or our customer support team. We are here to support you through this transition.

Ways To Get In Contact With Evolve Energy
Call Us
Or fill out our contact form, please see below
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