Terms & Conditions for your Electricity Connection|Symbio Energy

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Terms And Conditions

TERMS & CONDITIONS


 AGREEMENT

 Standard Terms of Service of your Energy Supply Agreement. 


SUPPLIER 

Symbio Energy Limited,

Company Registration Number 07999360.

Mansion House R103, BRE Innovation Campus, Bucknalls Lane, WD25 9XX. 


CUSTOMER 

An Authorised individual who has agreed to work with Symbio Energy and allow us to provide them with Energy for their Domestic, Residential or Commercial Premises. The customer may be an owner or occupant of a Household or Business property that we are already providing energy to. 


DEEMED CONTRACT 

An agreement wherein we supply Energy but have not directly agreed to special terms or pricing with the customer, owner or the occupant of a property. This term used within the energy industry and is outlined in paragraph 8 of Schedule 2B of the Gas Act 1986 and/or paragraph 3 of Schedule 6 of the Electricity Act 1989. 


ENERGY 

The Electrical Energy Supplied to the Households and Business or what we are already supplying is mentioned in this agreement.


SUPPLY 

Refers to the sale of Electricity by us via an Electricity distribution network.


COMMENCEMENT OF AGREEMENT 

The agreement commences when Symbio Energy Limited agrees to take responsibility for your Electricity Supply or when you start to take the Supply from Symbio Energy: whichever happens first. 


CUSTOMER RESPONSIBILITIES 

1.0 You have committed to us that you either own or live in the property where the Electricity will be supplied, you are over 18, and you can sign up to this agreement or request a switch to Symbio Energy Limited. 

1.1 You confirm that you have entered into this Agreement with Symbio Energy Limited in your capacity via the website, a price comparison site, energy broker or authorised switching agents such as We Flip or Flipper. 

1.2 You agree to provide us with accurate information. In case you are a tenant applying for a switch, you agree to furnish Symbio Energy Limited with the Landlord/Owner's name and contact details at the time of the switch. 

SUPPLY COMMENCEMENT 

2.0 Symbio Energy Limited is authorised to supply Electricity to a customer from the provisions detailed in Clause 1.1 and Clause 3.0. 

2.1 Symbio Energy Limited will commence supply based on the Retail Energy Code (REC). It currently takes between 14 to 21 days to begin with the supply; however, this is due to improve with all parties in the electricity market seeking to reduce switch times. We may change the start date for the supply if we do not have all the information we need. We will write to you during the process to update you on the progress. Numerous counterparties are involved in the switch of supply, and the amount of time taken to switch depends on the counterparties performing their duties diligently. 

2.2 The customer is responsible for any charges to be paid to their old supplier. Your old supplier can refuse a switch/change of supplier if there is an outstanding debt owed to them. If your old supplier refuses the request for a switch, the switch will be cancelled. However, you are free to request another switch at any given time. Please note suppliers cannot refuse a request to switch without a valid reason. Often, it is an outstanding final bill payment, or the customer is still in a contract (usually a fixed-term contract attracting a termination fee). 

2.3 It is the customer's responsibility to submit their Estimated Annual Consumption (EAC) for the last 12 months. We will compare the EAC provided with the Industry Standards; if the EAC is below the Industry Standards, Symbio Energy Limited will request customers to provide us with previous electricity bills to support their claim. 

2.4 It is mandatory to provide an opening meter reading with the meter picture within 10 days. In case a meter reading is not submitted within three months of the switching date to Symbio Energy Limited, the tariff will be automatically changed to the default tariff. 

2.4.1 The Customer will receive at least three email reminders seeking an opening meter reading. Suppose the customer does not provide the opening meter reading and is later disputed with the old supplier. In that case, the customers must provide photo evidence to substantiate the claim recorded at the switch time. The opening meter reading can be disputed if the variance between the submitted reading and the estimated reading is 250.0 kWh or more. 

2.4.2 Please be advised that Symbio Energy reserves the right to charge a minimum administration fee of £10.00 for not submitting the opening meter reading at the time of the Switch/when requested and thereby leading to a dispute. 

2.4.3 A meter reading must be submitted by the end of every month. If a meter reading is submitted after the cut-off date, the meter reading will be considered in the next billing cycle. 

2.4.4 If the customer provides a meter reading which is 10% below the expected profile or EAC, you will be requested to submit photographic evidence. If evidence is not provided, the customer will be asked to pay as per the estimates. 

2.5 Symbio Energy Limited follows an Advance Billing System; hence customers are billed one month in advance based on the Estimated Annual Consumption and seasonal estimates. Upon receiving the meter reading at the end of the month, the bill will be reconciled in line with the meter reading received. Any over or under collection will be adjusted in the following invoice. The process of reconciliation and estimating one month in advance is a continuous process. 

2.5.1 At the end of the agreement, if there is a credit on the account, it will be either refunded to you or should you choose to stay with us, it will be carried to the next billing month. However, if there is an outstanding amount on the account, we will collect the amount from you. 


PAYING FOR ENERGY 

3.0 You are responsible for paying Symbio Energy Limited for your energy consumption until the end of this agreement or until you stop using the services provided by us, whichever is later. 

3.1 Symbio Energy Limited will only offer paperless billing to reduce the cost of credit control. Credit control is an additional avoidable cost that increases energy prices to customers. It is also more sustainable for the environment by not printing on paper. However, should you request a paper bill every month, a charge of £5.00 per bill will be applicable and added to your monthly bill. Symbio Energy Limited will waive specific terms for vulnerable customers or customers who require financial assistance. Vulnerable, elderly customers are encouraged to call our customer services department and be happy to assist. 

Customers wanting to use Symbio Energy Limited as a supplier will need to provide the following information to qualify for Symbio Energy Limited tariffs. 

• Valid email address 

• Valid UK registered Phone number 

• Mobile Number - Customers must allow Symbio Energy Limited to contact them via text about the agreement's pertinent issues. Landlines are also acceptable. 

• Valid Direct Debit Details and Authority – sometimes incorrect or invalid bank account details are provided. In some instances, an account number is provided, which does not accept direct debits. This would be considered an invalid direct debit account. 

• Valid MPAN number – The MPAN number is the unique electricity supply number for your property. Sometimes properties have more than one MPAN number or more than one meter. The customer's responsibility is to provide correct details or a copy of a previous bill with the valid MPAN number to Symbio Energy.

• Accurate estimates of the property and its Electricity Consumption - These can be found on old bills, or Symbio Energy Limited can help obtain the information.

• Details of any other authorised person who may operate the account and their details. Symbio Energy Limited may ask for authentication and specific information with system enhancements that provide confidential authority to manage the account. The security measure is to stop unauthorised parties from accessing your energy account. 

• Details of the landlord/owner or managing agent of the property if you are a tenant/ occupier of the property. 

3.2 We will calculate the charges for your Electricity using: 

3.2.1 Half hourly commercial customers have additional charges applied due to the amount of energy consumed, such as capacity charges. These will be transparent and detailed on the estimated quote provided before the switch. 

3.2.3 Symbio Energy Limited will send the electricity invoice to the customer in advance based on the premises' estimated annual energy consumption. The amount taken on the first direct debit will vary depending on when the switch to Symbio Energy Limited has occurred in the month. We estimate your consumption as per the Estimated Annual Consumption. Upon receiving the meter readings, we reconcile them with the estimated units charged, and the bill amount will be collected via direct debit. At the end of the Deemed Contract, the customer will be given a refund if Symbio Energy Limited is holding onto any credit balances, or a final direct debit amount will be taken to settle any outstanding invoices. 3.2.3 Electricity consumption in winter is significantly higher than in summer. Therefore, payments in winter are based on winter estimates and summer bills will be in line with the summer usage. 

3.2.4 To assist with the switch to Symbio Energy Limited, the customer must submit an opening meter reading. 

3.2.5 If the customer requests a fixed amount to be collected each month, Symbio Energy Limited reserves the right to review the fixed amount paid every three months. In case we feel that the fixed amount paid is not in line with your usage, Symbio Energy Limited will increase the fixed direct debit amount to match your use. 

3.2.6 Symbio Energy Limited will strive to offer customers a suitable date for direct debits if requested by the customer. In exceptional circumstances where there may be processes or system errors, Symbio Energy Limited will take reasonable steps to rectify any error but will not be liable for any damages or consequential loss. 

3.3 Symbio Energy Limited reserves the right to cancel any switch to its tariffs before the effective switch date if any of the details mentioned in Clause 3.2 are not met. Customers who cannot fulfil the criteria detailed in Clause 3.2 will be notified that the switch to Symbio Energy Limited tariff has been aborted. Customers will then be allowed to rectify the missing or incorrect information before the switch is aborted. Customers subjected to an abortive switch will be allowed to re-register for a Symbio Energy Limited tariff once the qualification information is received and validated. 

3.4 If you have a standard meter, you must either pay the amount shown on your bill via direct debit or the fixed monthly (seasonal) amount you have agreed to pay in advance. This is detailed in the tariff you have chosen. 

3.5 If you have a prepayment meter, you must top up your meter in advance to receive the supply, and we will deduct charges for the supply from the credit amount you hold. 

3.6 We will add VAT (Value Added Tax) to all our charges at the prevailing rate, and this will be marked on your energy bill. 

3.7 If you ask us to test your meter's accuracy, you must pay us an amount to cover the cost of the work being carried out. We will tell you what this amount is at the time of the visit, and we will provide a breakdown of the costs if you ask us for one. If the National Measurement Office decides that the meter is operating outside of the statutory limits, we will refund the payment. 

3.8 If you are on a Deemed Contract, then you must pay your bills via Direct Debit. Symbio Energy Limited only offers a Direct Debit Agreement to reduce costs; the benefits are then passed onto the customer. Exceptions are made for vulnerable or elderly customers. 

3.9 If you have a prepayment meter installed or agree to have one installed, you will be placed on our prepayment meter electricity plan/rates. However, we understand that prepayment meters are a last resort, and our prepayment rates will not penalise customers. They will be higher than our standard tariffs but only sufficiently higher to cover the administration's additional costs. 

3.10 If you are under a Deemed Contract and have a prepayment meter, or if you change to a prepayment meter for any reason while under an Agreement with us, you will automatically be placed onto our prepayment energy plan. 

3.11 If you are having trouble paying your bill, you should contact us immediately to discuss ways to reduce your liability and the payment methods available to you. Symbio Energy Limited will always work closely with all customers, including the vulnerable, to help them through their travails. Please call Customer Services and they will assist you accordingly. 

3.12 If the direct debit cannot be collected on the agreed date, we will send you an email reminder. If the direct debit is not reinstated, we will write to you to make a payment by BACS transfer or online payment and we will have to add £10 to your energy bill to cover the cost of credit control and/or reinstate your direct debit. Suppose the customer cancels the direct debit during the agreement. In that case, we also reserve our right to place the customer on the default non-direct debit tariff automatically, subject to Clause 9.0. We will write to the customer to inform them of this and encourage them to resolve the situation or find a cheaper alternative that allows paper billing and non-direct debit payment methods. 

3.12.1 A late payment fee of £10 will be applied if the payment has not been received within 30 days of issuing you a bill. In case the payments consecutively defaulted, then a warning letter will be issued to the customer. We reserve the right to supply energy, and we can ask customers to switch to another energy supplier or have them automatically moved to our default tariff. If you have difficulty paying your bill, we advise you to contact us immediately and discuss the ways and payment method available to you. 

3.13 We will carry any debit or credit balance forward to the next month's bill. 

3.14 To bill you as accurately as possible, you must give us an up-to-date meter reading for your electricity consumption by the last day of every month or when requested by Symbio Energy Limited if there is a reason for a more up to date meter reading. If you switch supplier from Symbio Energy Limited, you will be required to provide a final meter reading with a meter picture. Symbio Energy will generate a final bill once we receive a closing meter reading from your new supplier. 

3.15 You must keep your account in credit by paying for the supply in advance through automatic payments. If you are in debt with us, your debt amount should not be more than half of your monthly expected consumption. 

3.16 Your automatic monthly payment amount will be based on the cost of the energy we think you will use during a year with Symbio Energy Limited. The electricity consumption in winter will be significantly higher than in the summer. Hence the payments in winter will be based on the winter consumption, which will be slightly higher. The summer bills will be adjusted and will be in line with your summer estimates. You will observe that your bill amount during summer is lower than your bill amount during winter. We will inform you of your payment amounts and payment dates when we set up your account with us. 

3.17 Symbio Energy Limited aims to review the amount, date and frequency of your payments at least twice a year to ensure you are not paying too much or too little. When we intend to make any changes to your Direct Debit, we will notify you by email (within 3 - 4 working days) in advance of the payment being taken or such other period as we may agree.

3.18. If you are a domestic customer, we may do checks with a credit reporting agency to ensure you can pay your energy bills. We will always ask your permission before doing this. If you are a business customer, we will always do checks with a credit reporting agency to ensure you can pay your energy bills. 

3.18.1 Based on your credit score, we may ask you to pay a security deposit before we start working to bring your energy supply across. In that case, this agreement would not begin until we have received the security deposit in full. 3.18.2 We may refuse to supply your energy until the security deposit is paid. 

3.18.3 We may stop supply if we have to use the security deposit to pay one of your bills.

 3.18.4 If your supply's start date is delayed because you have not paid the security deposit, we are not responsible for any charges you have to pay to your old supplier. 

3.18.5 The amount of security deposit we ask for will depend on individual circumstances. But the amount for the security deposit is usually 2 times what we think is the likely value of your monthly bill. 

3.18.6 Symbio Energy will refund the security deposit once you have established good payment history. 3.19. If you do not pay your bill on time: 

3.19.1 We can add the amount of your debt to your next bill. 

3.19.2 If you do not make a payment to us on the due date, we will charge you £10 for each missed payment to cover the administrative costs of recovering the outstanding payments. 

3.19.3 We have the right to install a prepayment meter at your property under a warrant from the Magistrates' or Sheriff's Court without requiring your permission if your energy remains unpaid after three reminders, including any associated costs incurred. 

3.19.4 We can temporarily suspend or permanently disconnect the supply without requiring your permission. 

3.19.5 If a Customer is on the Symbio Direct Debit low-cost tariff and does not make payments for over one month via Direct Debit or cancel the Direct Debit, Symbio Energy will automatically move you to our higher non-Direct Debit tariff (subject to clause 9.0). We will notify you of this by email. We will encourage you to provide valid Direct Debit details or encourage you to seek an energy supplier with the infrastructure to issue paper bills manually and actively chase customers for payment. 

3.19.6 If the payment remains outstanding for over 90 days, we reserve our rights to initiate legal proceedings to recover the entire sum with costs and interests. 3.20. If you would like a refund: 

3.20.1 Upon request, we can refund the credit in your Symbio Energy account that exceeds your expected electricity usage for the next month. 

3.20.2 Refunds for active Symbio Energy accounts. To get a refund from Symbio Energy, the customer must meet specific criteria such as • Direct Debit instruction on your account needs to be active. 

• A meter photograph showing the meter reading has to be submitted 14 days before the refund request. 

• If the credit amount on the account is less than £50.00, it will be adjusted in the following bill. However, if the credit amount is over £50.00, it will be refunded upon request within 14 days. 

3.20.2.1 If all criteria outlined in section 3.21.2 are met, your refund request will be processed within 14 days of us confirming the same with you. If there is any delay, we will inform you accordingly. 

3.20.3 We can increase your automatic payments to cover the Electricity we think you will use during the winter months once the refund has reduced your credit balance. 

3.20.4 Refunds for Final Bills: A final bill must be generated to request a refund. A final invoice will be generated when we receive a closing reading from your new supplier. We aim to process your refund request within 14 days of us generating your final bill. If there is any delay, we will inform you accordingly. 

3.21 The customer is entitled to an immediate refund from Symbio Energy of the total amount paid if our payment processor or we make an error with your automatic payment (for example, the amount of the payment taken is incorrect). You should contact us as soon as you realise that an error has occurred. We will take the correct automatic payment immediately after refunding any excess amount taken from you, or if agreed, we can keep it as a credit for your next bill. If you receive a refund from us, which you are not entitled to, you must pay the amount back to us immediately when we asked. 

3.22 Under some circumstances, you may incur additional charges under this agreement. In an instance where you have asked us to undertake work on the electricity infrastructure in your home. These works may include moving your meter's location, work required due to renovations, or a request to disconnect your home's supply of energy. We will always tell you before making any additional charges. 

ONLINE ACCOUNT MANAGEMENT 

4.0 By joining Symbio Energy Limited, you agree to manage your account online. This allows us to keep costs low and, thereby providing with lowest prices for Electricity.

4.1 By joining Symbio Energy Limited, you agree that you will undertake the following actions:

4.1.1 Customers are encouraged to download the Symbio Energy Mobile App 

4.1.2 Submit meter readings using your online account dashboard or via our mobile app. We will accept meter readings over the phone from vulnerable customers and in exceptional circumstances. 

4.1.3 Receive monthly statements via email.

4.1.4 Provide us with accurate personal details, including your email address and telephone contacts, and keep these details up to date. 

4.2 If you are unable to use our online service due to reasons we agree are beyond your control; you will not be penalised for this. 

MOVING TO A NEW HOUSE OR CHANGE OF PREMISES 

5.0 When you move home, you agree to provide us with a final meter reading taken either 5 days before or 5 days after you are no longer rent or own the property. 

5.1 If you are moving to a new house and do not let us know, this Agreement will not end until we are informed. You will be liable for all costs incurred until we are provided with the owner/landlord details or the new occupier contact us. 

5.2 A final bill will only be generated when the landlord's complete details or letting agency are shared with Symbio Energy. Until then, you will be liable for all costs. It's the Customer's responsibility to provide with these details, failing which the Customer is responsible for all charges. 

ACCESS TO YOUR METER 

6.0 To provide you with energy, we (the supplier or its authorised agents) will require access to your meter from time to time. You agree to provide us, or any person we have authorised, acting on our behalf, safe unrestricted access to your energy metering and associated equipment. If your metering equipment is obstructed, it is your responsibility to remove the obstruction and pay any related costs. 

6.1 We may charge you if you do not let us know at least 48 hours before a booked appointment that access would not be available at the time of the appointment. 

6.2 If you have a smart meter that we can read without visiting your property, you agree that: 

6.2.1 Any in-home display installed along with that meter remains our property or the meter provider we have contracted and may not be removed.

6.2.2 We may use the smart meter to monitor the energy you use remotely. 

6.2.3 We will generally collect readings from your smart meter once a day. You can decide whether we take a reading for the entire 24-hour period or each half-hour period. We would not take more than one reading a day unless you have given us your consent. 

6.2.4 If you would prefer us to take only one reading per month, you can write to us at [email protected]  

6.2.5 We will also collect information about how your smart meter and it's functioning (for example, if it has any faults or has been tampered with). 

6.2.6 We may remotely repair and update the smart meter, switch it from credit to prepayment or disconnect your supply. We will notify you before this happens in line with our credit policy.

6.2.7 We will only use the information from your smart meter to do certain things such as work out your bill or in line with our Privacy Policy which you can find at Privacy Policy. We will only use the information from your smart meter to offer you products and services from our partners or us if you have given us consent to do so. 

6.3 If your meter is damaged or stolen, you must let us know immediately. 

CHANGES TO THIS AGREEMENT 

7.0 From time to time, we may update this Agreement to comply with changes to laws or regulations or our business necessitates. Please check this page regularly to review updated terms. The date this Agreement was last revised is at the top of this page. Should there be any material changes to the Terms and Conditions contained herein, we will send an email asking you to review the new Terms and Conditions. You will be given 30 days from the point of communication. Post which, Symbio Energy Limited will have deemed acceptance of the Terms and Conditions. Should you disagree with the new Terms and Conditions, please provide feedback to Symbio Energy within 30 days, and the new terms will not bind you until your queries have been resolved. However, in most instances, the Customer who disagrees with the new Terms and Conditions is advised to seek a new supplier whose T&C's are more agreeable to their personal needs. 

7.1 If we make changes to this Agreement that increase your energy rates, we will give you 30 days' notice to let you know about the changes. This clause is only applicable to customers who have chosen the 'variable tariff plans'. If you disagree with the changes, you can change to another supplier without any penalty. This term does not apply if we change your payment method as per this Agreement. If we hear from your new supplier within 20 working days after the change takes effect, or if you enter a new plan with us in the same period, we will keep your prices the same until you switch or start the new plan (as applicable). 

7.1.1 If you have opted for a fixed tariff for a specified duration, and should you decide to change to a lower tariff in the middle of your contract, you will be allowed to do so without paying the exit fee for the first tariff update. Any subsequent lower tariff switch request within the contractual term will attract an exit fee. However, this does not apply to customers referred to us by third party entities, as we may charge you an exit fee if you wish to change to a cheaper tariff. 

CANCELLING YOUR AGREEMENT WITH US 

8.0 You have the right to cancel this Agreement and your relationship with Symbio Energy up to 14 days after the day this Agreement starts without any charges. We call this the cooling-off period. You can cancel your Agreement with us after we commence your energy supply by switching to another supplier or entering into a new agreement with us but will be subject to any costs incurred or applicable exit fees. 

8.1 If you are switching, you do not need to tell us yourself; your new supplier will contact us to cancel your relationship with us on your behalf.

8.2 If Ofgem gives a "Last Resort Supply Direction" to an electricity supplier other than us concerning your premises, this Agreement will end automatically to the fuel specified in the relevant "Last Resort Supply Direction". 

CANCELLING YOUR DIRECT DEBIT 

9.0 If you agree to pay by Direct Debit, you have the right at any time to cancel the mandate if there is any dispute about your bill. This clause is subject to you providing a 72 hours' notice before withdrawing and Symbio Energy Limited not having resolved your billing query. Should your billing query be resolved and you continuously failed to reinstate the DD within 30 days, Symbio Energy will automatically move your account to our higher nonDirect Debit tariff. 

9.1 If, after having cancelled your Direct Debit (by contacting your bank as per Clause 9.0), the payments will continue to be taken, you should first contact your bank to obtain a refund. Under the Direct Debit Guarantee, your bank will be liable to refund you for any payments that continue to be made after you cancel your Direct Debit. 

9.2 You must notify us that you have cancelled your Direct Debit to update our records. You should also ensure that you arrange alternative means of making any required payment to us. However, we may charge you the additional costs of using alternative payment channels. 

9.4 Symbio Energy may, without your consent, install a prepayment meter at your premises if you continuously fail to reinstate your direct debit or are unable to make alternate payment arrangements within 30 days of further requests. After you clear the arrears, you can switch away from us. 

STOPPING YOUR ENERGY SUPPLY 

10.0 We can refuse to supply, suspend or disconnect your supply or tell you to stop using us if: 

10.0.1 You have not paid your bill on time; we will restart it as soon as possible once the bill has been paid. 

10.0.2 You are in material breach of this Agreement. 

10.0.3 We are required to do so by Ofgem, the gas transporter or the network operator or by any law, code or Agreement relating to the energy supply. 

10.0.4 We have reason to believe that you may have damaged or tampered with your metering equipment. 

10.1 If we have had to suspend or disconnect the supply, we may choose to do checks with a credit reporting agency and ask for a security deposit before we restart or reconnect it. 

WHAT ARE WE RESPONSIBLE FOR?

11.0 Our liability (including any negligence or breach of statutory duty) is limited to £10,000 for each unconnected event that we are directly responsible for or £10,000 in total for any connected series of events that we are directly responsible for and which has caused you loss or damage. We are liable for any liability which is not capable of being excluded by law. 

11.1 Any liability that is not capable of being excluded by law. We are not liable for any loss or damage (including negligence and breach of statutory duty) that we could not reasonably have expected would result from the violation of this Agreement when you entered into it.

11.2 If we are liable for a loss caused by an electricity distributor, our liability (including for negligence or breach of statutory duty) is limited to the amount we are entitled to recover from them on your behalf. 

11.3 If we are required or entitled to take action under our electricity supply licence or any other binding rules, we would not be in breach of this Agreement. 

11.4 As we do not directly control the reliability of energy to your property, we cannot guarantee that the supply will be uninterrupted. We can, however, confirm that the reliability of your energy supply would be the same irrespective of which energy supplier you chose. 

USING PERSONAL INFORMATION 

12.0 We will process your data in line with our Privacy Policy, which we may amend from time to time. You can find it at Privacy Policy  

12.1 You have several rights which relate to access and control of your data. These are also set out in our Privacy Policy, which you can find at Privacy Policy

EMERGENCIES AND SAFETY 

13.1 If you have an electrical emergency, you must report it by calling 105 to find your local electricity distributor. 

13.2 You must not use the supply in any way that endangers people, property or that could interrupt any other property's Electricity. 

13.3 We can restrict the supply if we think you are using it unsafely or if we are required to by any legal requirement or other binding requirements. 

NATIONAL TERMS OF CONNECTION 

14.0 We are acting on behalf of your network operator to agree with you. The Agreement is that you and your network operator both accept the National Terms of Connection (NTC) and agree to keep to its conditions. This will happen when you enter into this Agreement, and it affects your legal rights. The NTC is a legal agreement. It sets out rights and duties concerning the connection at which your network operator delivers Electricity to or accepts Electricity from your home or business. If you want a copy of the NTC or have any questions about it, please write to Energy Networks Association, 6th Floor, Dean Bradley House, 52 Horseferry Road, London SW1P 2AF: phone 0207 706 5137, or see the website at Connection Terms

OUR COMPLAINTS PROCEDURE 

15.0 If you are unhappy with our service, you can complain by calling us or emailing us at [email protected]. We will follow our complaints policy and revert to you within 28 working days (depending on the complaint's complexity). Symbio Energy is also a member of the Ombudsman Scheme. Should we fail to resolve your complaint within 8 weeks or on receipt of the deadlock letter, you may contact the Ombudsman Services to have your complaint independently reviewed. 

15.1 In some instances, when you raise a complaint, we may request you to provide us with further information to investigate and resolve the matter entirely. However, should we not receive any communication from you, and as a result, there is a delay in resolving the complaint, we reserve our right to issue a deadlock letter until we hear from you. You should then provide us with the requested time frame to resolve the issue internally. 

15.2 Before escalating the complaint to the independent regulators, it is mandatory to register your complaint with us and follow the complaint procedure outlined by Symbio Energy Limited on our website. This procedure includes granting us the required timeframe to resolve your complaint as per our internal complaint procedure. However, suppose the complaint procedure is not adhered to and the complaint is escalated to the Regulatory body. In that case, we reserve the right to continue to offer our services and may encourage you to find another energy provider. 

OTHER CONDITIONS 

16.0 In the event of a company restructure, change of ownership, or another event required as part of our general course of business, we may transfer any of our rights or obligations under this Agreement. It may not be possible to notify you to seek your permission beforehand. 

16.1. In case of change of ownership, tenancy or other changes that may affect this Agreement or the supply of your energy, you are not able to transfer your rights or obligations under this Agreement without agreeing to this with us.

 16.2 We would not tolerate violence, physical aggression or verbal or written abuse towards our staff or agents. If it happens, we can take legal action or report it to the police. We reserve the right to offer you our services and can ask you to switch to another supplier. 

16.2.1 After resolving your issue and advising you of our terms and conditions, if you are unwilling to adhere to our terms and conditions and thereby willingly breach the terms of the contract, your account will be switched to the Default Tariff. Symbio Energy reserves the right to offer its services and may encourage you to find another supplier. 

16.2.2 We at Symbio Energy ensure that we resolve all customer queries within a reasonable time while providing one to one service. We are committed to continue providing excellent service to all our customers and competitive tariffs within the UK. However, customers who choose to use social media to denigrate a company are engaged in cyberbullying, and it is not something that we at Symbio Energy support. Suppose you approach social media without contacting us or allowing us to resolve your query. In that case, Symbio Energy may encourage you to find another provider if you are unhappy with our services. 

16.3 If we need to notify you about this Agreement, we will use your email address or the postal address you have provided to us. Suppose we post a notice to you in connection with this Agreement. In that case, it will be assumed to have been delivered two working days after the notification was posted unless it is issued to you by hand or email, in which case it will be considered to have been delivered immediately. 

16.4 This Agreement, documents or any other agreements you receive from us is an Agreement/understanding between you and us. 

16.5 Nothing in this Agreement affects our legal rights or powers. Nothing in this Agreement affects any of your statutory rights that cannot be excluded by law. 

16.6 If any part of this Agreement is void or unenforceable, the rest of the Agreement will be unaffected. 

16.7 This Agreement is governed by England's laws if your property is in England and Scotland if your property is in Scotland. If there is any dispute, it will be dealt with by England and Scotland's courts, respectively.

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