A UK leader in the distribution of electrical supplies

Customer Care Charter

We are proud of our reputation and the standards we have set within the industry. The Moss Electrical team constantly strives to improve service levels and response times. We aim to provide a complete portfolio of contractor installation products and we believe responsiveness is key to our overall success. 

Our Promise to You

  • £4 million of stock & over 20,000+ product lines.
  • Incoming telephone calls will be answered promptly and courteously Monday to Friday between 7.30am and 6.00pm.
  • A dedicated team of one field representative and one internal sales executive will be personally responsible for the day-to-day handling of your account. This enables us to establish a sound business relationship with you. 
  • You will be contacted on a regular basis to ensure that we maintain a close liaison and provide excellence in customer care. You will be kept up to date on all new product releases & new stock lines that may become available to you, as well as any new systems that may affect you. 
  • We will manage all quotation requests within 24 hours either by email or by fax.
  • We will provide immediate confirmation of stock availability from our live system, guaranteeing the stock you request at order entry point.
  • We will monitor and progress all back orders on a weekly basis and if information is required, this can be forwarded to you weekly. 
  • We will send all statement and invoices to you in PDF/XML format. 
  • We will send immediate order confirmations to you by email. This confirmation will show the items ordered, the quantities available for despatch, the back order situation if the goods are not in stock, and the price that you are paying. In effect it will give you all the detail required so that the eventual invoice will marry to your purchase order. 
  • We can offer priced confirmation on all your orders - by email or fax.
  • If there is an error in your delivery, we will do our upmost to rectify the problem on the same working day, without cost to you. 
  • Any invoice queries will be dealt with within 24 hours of notification.
  • The offer of Project Management for all your contracts, using our invoice and hold facility.
  • A detailed information service to outline your projects by product or order number, over a given period.
  • We endeavour to provide next day collections for all returns and to issue credits within 24 hours of collection.
  • That we aim to provide you with a same/next day delivery; timed or scheduled, for easy management of projects, with an increased focus on AM and same day deliveries.
  • The offer of a call and collect service from 7.30am to 6.00pm for all daily collections.
  • Quality assurance in every aspect of our business through ISO9001 accreditation.

 Lindsay Goubel

Lindsay Goubel

Operations Director



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