OSSO Energy Code of Conduct

Our core values
Fairness
We believe every business deserves equitable treatment and competitive energy solutions. We:

• Provide transparent pricing without hidden fees or unfair contract terms
  
• Ensure all clients receive consistent, professional service regardless of business size
• Apply our policies and procedures uniformly across all customer relationships
• Negotiate contracts in good faith with terms that benefit both parties

Transparency
We operate with complete openness in all our business dealings. We:

• Clearly communicate all contract terms, pricing structures, and service conditions
• Provide detailed billing information and consumption data to help businesses manage their energy costs
• Share relevant market information that may impact our clients’ energy decisions
• Maintain open channels of communication throughout our business relationships

Honesty
Integrity is fundamental to how we conduct business. We:

• Provide accurate information about energy markets, pricing, and service capabilities
• Honour all commitments made to our clients and partners
• Acknowledge when we make mistakes and take immediate action to correct them
• Never misrepresent our services or make promises we cannot deliver

Excellent user experience
We strive to make energy management simple and efficient for businesses. We:

• Deliver responsive, knowledgeable customer service tailored to business needs
• Provide a user-friendly, intuitive online platform that gives full visibility on gas use, pricing, and contracts
• Continuously improve our processes based on client feedback

Our service standards
Client relations

• We treat all business clients with respect and professionalism
• We respond to enquiries promptly and provide clear, helpful information
• We maintain confidentiality of client information and business data
• We proactively communicate any issues that may affect service delivery

Problem resolution
When issues arise, we are committed to swift and effective resolution:

• We acknowledge problems immediately and take ownership of solutions
• We investigate issues thoroughly to understand root causes
• We implement corrective measures as quickly as possible
• We follow up to ensure client satisfaction with the resolution
• We use problems as opportunities to improve our systems and processes

Market conduct

• We compete fairly and ethically in the energy marketplace
• We comply with all relevant regulations and industry standards
• We maintain professional relationships with suppliers, partners, and competitors
• We contribute positively to the energy industry's reputation and development

Our responsibilities
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To our clients

• Deliver reliable energy solutions that meet business requirements
• Provide accurate billing and transparent account management
• Offer expert advice to help optimise energy costs and usage
• Maintain service continuity and minimize disruptions

To our third-party intermediaries (TPIs)

• Honour contractual obligations and payment terms
• Communicate openly about business needs and expectations
• Collaborate effectively to deliver superior client service
• Build long-term, mutually beneficial relationships

To the industry

• Uphold the highest professional standards
• Comply with all regulatory requirements
• Support sustainable and responsible energy practices
• Contribute to positive industry development

Continuous improvement
We are committed to continuously improving our services and operations:

• We regularly review and update our processes and systems
• We actively seek feedback from clients and partners
• We invest in training and development for our team
• We stay up to date on industry best practices and emerging technologies

Contact and feedback
We welcome feedback about our services and conduct. If you have feedback on your experience with OSSO Energy, please contact us:

• Phone: 0333 335 0452
• Email: customerservices@ossoenergy.com
• By post: 8th Floor, 17 Bevis Marks, London, EC3A 7LN

We are committed to addressing all feedback promptly and using it to enhance our service.

Living our values
This Code of Conduct is more than a policy document – it represents our commitment to the business energy community. Every member of the OSSO Energy team is responsible for upholding these standards in their daily work, and we hold ourselves accountable to these principles in all our business relationships.

This Code of Conduct reflects OSSO Energy’s commitment to excellence in the business energy sector. We review and update these standards regularly to ensure they continue to serve our clients and the industry effectively.