We were very disappointed when we found out that in April last year, some sales staff were deliberately flouting our procedures. We set high standards - there is no place for this bad behaviour in our company and we immediately dismissed those who were acting fraudulently.
However, we are pleased that Ofgem has recognised our improvements and has confirmed that this represents best practice. As a result of this and other measures, like mystery shopping, our sales complaints have declined to an all time low and we will remain constantly vigilant to ensure that they remain so.
