New business energy broker code of practice - UHL signs up
Business energy broker standards:
- Company representatives must be background checked and offered regular training and assessment. When dealing with customers, they must clearly identify themselves and the company they represent.
- Business communication, whether written, on the phone or in person, must be honest, clear and accurate.
- Sales staff must refrain from applying any pressure to purchase or otherwise coerce a customer into doing anything they're unsure about.
- Annual estimates, if requested, must be supplied by energy brokers prior to customers signing a contract. These need to accurately reflect current prices and summarise the key terms of the contract.
- Energy brokers' contracts must be clear, transparent and simple to understand. They are also subject to audits.
- Letters of Authority, that are obtained by brokers to enable them to negotiate with energy suppliers on a customer's behalf, must clearly set out what they are requesting the customer's permission to do.
- Energy supplier contracts must be explained in detail, prior to the customer signing. The business energy broker must ensure the customer understands the implications of the contract being signed. If the contract is being agreed by phone, the energy broker must read out the entire contract.
- If a chosen energy supplier turns down a customer's application for any reason, the energy broker needs to inform them immediately.
- The Data Protection Act must be adhered to by energy brokers and screen their customer data to ensure it conforms with the marketing consent lists such as the Telephone Preference Service.
- A complaints system that's simple and effective must be put in place by brokers.
Published by Utility Helpline on (modified )
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