Terms & Conditions

 

SIDNEY PHILLIPS LTD T/A UTILITY HELPLINE
TERMS AND CONDITIONS
Effective: September 2026

Sidney Phillips Ltd trading as Utility Helpline
Company Number: 02362635
Registered Office: Shepherds Meadow, Eaton Bishop, Hereford HR2 9UA

These Terms and Conditions explain the basis on which Sidney Phillips Ltd trading as Utility Helpline ("Utility Helpline", "we", "us" or "our") provides energy, water procurement and associated services to business customers.

Please read these Terms and Conditions carefully before instructing us or entering into a supply contract arranged through Utility Helpline.

1. DEFINITIONS
In these Terms and Conditions:

Agreement means the contractual relationship between Utility Helpline and the Customer comprising these Terms and Conditions, together with any applicable Letter of Authority and any other terms expressly agreed in writing between the parties.

Commission means any payment, fee or other remuneration Utility Helpline receives from a Supplier in connection with a Contract arranged through Utility Helpline.

Contract means an energy or water supply contract entered into between the Customer and a Supplier following Services provided by Utility Helpline.

Customer means the business, organisation, partnership, sole trader, charity or other entity instructing Utility Helpline.

Data Protection Legislation means applicable data protection and privacy legislation in force in the United Kingdom from time to time, including the UK GDPR and Data Protection Act 2018.

Letter of Authority (LOA) means a letter or other written authority provided by the Customer authorising Utility Helpline to obtain information and/or communicate with Suppliers and other relevant parties on the Customer's behalf.

Principal Terms means the key commercial and contractual terms relating to a proposed Contract provided to the Customer before acceptance.

Services means the services agreed to be provided by Utility Helpline, which may include energy or water procurement, contract comparison, renewal services, account management, billing support, query management and other related services.

Supplier means an energy or water supplier with whom the Customer enters, or proposes to enter, into a Contract.

Working Day means Monday to Friday, excluding public holidays in England.

2. ABOUT UTILITY HELPLINE AND OUR SERVICES
Utility Helpline is an independent energy and utilities intermediary.

We assist businesses and organisations with the procurement and management of energy, water and associated utility services.

Depending on the Customer's requirements, our Services may include:

obtaining and comparing Supplier quotations;
negotiating energy or water supply terms;
arranging new supply Contracts and renewals;
providing information to assist the Customer in making a purchasing decision;
assisting with changes of tenancy, occupancy or billing responsibility;
assisting with billing, metering and Supplier queries;
contract and account management; and
other utility-related services agreed with the Customer.
The Customer contracts directly with the relevant Supplier for the actual supply of energy or water.

Utility Helpline is an intermediary and is not the Supplier of the energy or water.

3. OUR SUPPLIER PANEL AND MARKET COVERAGE
Utility Helpline works with a panel of energy and water Suppliers.

We do not have access to every Supplier or every tariff available in the market and do not represent that quotations obtained through Utility Helpline constitute a whole-of-market comparison.

Where requested, Utility Helpline will use reasonable endeavours to identify, negotiate and present competitive options from the Suppliers available to us.

When assessing suitable options, we may consider factors including:

price;
contract duration;
Supplier service;
payment terms;
credit requirements;
renewable energy options;
contract flexibility;
billing arrangements;
contract terms;
the Customer's stated requirements; and
other relevant commercial considerations.
The lowest-priced quotation will not necessarily be the option that Utility Helpline considers most suitable for the Customer.

Utility Helpline does not guarantee that any quotation will be the cheapest available in the entire market.

4. CUSTOMER INFORMATION
To enable Utility Helpline to provide accurate quotations and Services, the Customer agrees to provide complete, accurate and up-to-date information.

This may include:

estimated or actual energy consumption;
meter details;
supply numbers;
contract start and end dates;
current Supplier information;
billing information;
business and company details;
payment information where relevant;
change of tenancy or occupancy information; and
any other information reasonably required to obtain or assess quotations or provide the Services.
The Customer must notify Utility Helpline as soon as reasonably possible if any information provided changes or is discovered to be incorrect.

Utility Helpline will not be responsible for errors in quotations or Contracts resulting from inaccurate, incomplete or outdated information supplied by the Customer or a third party, except where Utility Helpline knew or ought reasonably to have known that such information was incorrect.

5. LETTER OF AUTHORITY
Where required, the Customer may provide Utility Helpline with a Letter of Authority.

The LOA may authorise Utility Helpline to communicate with Suppliers and relevant industry parties and obtain information including:

contract end dates;
current prices;
consumption information;
meter details;
account information;
billing information; and
other information reasonably required to provide the Services.
Where authorised, Utility Helpline may also use the LOA to assist the Customer with billing queries, metering issues, disputes, change of tenancy matters and other agreed account-management activities.

A Letter of Authority does not, by itself, authorise Utility Helpline to enter into a new supply Contract on behalf of the Customer unless such authority has been expressly and separately agreed.

6. QUOTATIONS
Energy and water prices may change frequently.

Any quotation provided by Utility Helpline is therefore subject to availability, Supplier terms and Supplier acceptance.

A quotation may be amended or withdrawn before a Contract is accepted and confirmed.

Unless expressly stated otherwise, the provision of a quotation does not guarantee that the Supplier will accept the Customer.

Suppliers may undertake credit checks and other eligibility or risk assessments before accepting a Contract.

Utility Helpline cannot guarantee Supplier acceptance.

7. PRINCIPAL CONTRACT TERMS
Before the Customer agrees to a supply Contract, Utility Helpline will provide or make available the important terms of the proposed Contract so that the Customer can make an informed decision.

Depending upon the Contract, these may include:

the Supplier;
contract start date;
contract duration;
unit rates;
standing charges;
other material charges where applicable;
whether prices are fixed, variable, indexed or include pass-through elements;
payment arrangements;
renewal provisions;
Utility Helpline's applicable Commission or fee arrangements.

The Customer is responsible for reviewing the Contract information and Supplier terms before accepting the Contract.

If the Customer is uncertain about any aspect of the proposed Contract, it should ask Utility Helpline for clarification before acceptance.

8. FIXED ENERGY CONTRACTS
Energy supply Contracts may contain a combination of fixed and variable or pass-through charges.

The definition and scope of a "fixed" or "fully fixed" Contract can differ between Suppliers.

Utility Helpline will use reasonable endeavours to explain which elements of a quotation are fixed and which may be capable of changing during the Contract.

The Customer should carefully review the Supplier's terms because certain taxes, levies, network charges, regulatory charges or other cost components may change where permitted under the Supplier's Contract.

A Contract described as fixed should not therefore automatically be interpreted as meaning that every possible element of the Customer's bill is guaranteed to remain unchanged unless the Supplier's terms expressly provide this.

9. ENTERING INTO A SUPPLY CONTRACT
If the Customer wishes to proceed with a quotation, Utility Helpline will assist with arranging the Contract between the Customer and the selected Supplier.

The supply Contract is between the Customer and the Supplier.

Utility Helpline's standard process is to provide the Contract or acceptance documentation electronically, which may include an electronic signature platform, PDF or email documentation.

Utility Helpline does not normally accept verbal acceptance of energy supply Contracts over the telephone.

The Customer is responsible for checking that all information contained within the Contract documentation is complete and accurate before acceptance.

The Customer must notify Utility Helpline of any errors or required amendments before accepting the Contract.

Once accepted and confirmed by the Supplier, a business energy Contract will normally be legally binding.

Business energy Contracts generally do not provide a statutory cooling-off period. The Customer should therefore ensure that it is satisfied with the Contract and its Principal Terms before accepting it.

10. SWITCHING AND RENEWALS
Where Utility Helpline arranges a new supply Contract or renewal, we will use reasonable endeavours to facilitate the transfer or renewal.

Utility Helpline cannot guarantee that a transfer will take place on a particular date where the transfer is dependent upon a Supplier, existing Supplier, network operator, industry process, metering agent or other third party.

Utility Helpline will not be responsible for delays or failures outside its reasonable control.

Where we become aware of a transfer or renewal issue, we will use reasonable endeavours to communicate the issue to the Customer and assist in resolving it.

11. CUSTOMER OBLIGATIONS
The Customer agrees to:

cooperate with Utility Helpline in all matters relating to the Services;
provide information and documentation reasonably required to provide the Services;
ensure information and documentation provided is accurate, complete and up to date;
comply with the terms of any Contract entered into with a Supplier, including its payment obligations;
notify Utility Helpline promptly of any material change that could affect an existing or proposed Contract;
notify Utility Helpline of any proposed change of tenancy, occupancy, ownership or billing responsibility;
provide reasonable assistance requested by Utility Helpline in connection with the Services;
comply with applicable law, including the Bribery Act 2010; and
not knowingly arrange a duplicate supply Contract covering the same meter and supply period where Utility Helpline has already arranged a Contract, without first notifying Utility Helpline.

12. CHANGE OF TENANCY, OCCUPANCY OR BILLING RESPONSIBILITY
A change of tenancy or occupancy may occur where the Customer ceases to occupy or be responsible for energy or water supplied to a premises and another party becomes responsible.

A genuine change of tenancy or occupancy may result in the existing Supplier Contract terminating in accordance with the Supplier's terms.

The Customer must notify Utility Helpline as soon as reasonably possible where it expects a change of tenancy, occupancy, ownership or billing responsibility.

Where possible, notification should be provided at least 14 Working Days before the proposed change.

Utility Helpline may reasonably request supporting evidence to establish the change, which may include:

a new lease;
an assignment or surrender of lease;
completion documentation;
landlord confirmation;
solicitor confirmation;
Companies House information;
closing and opening meter readings; or
other reasonable evidence.

Where the Customer fails to notify Utility Helpline of a change and that failure results in Utility Helpline losing Commission or incurring other reasonable costs, Utility Helpline reserves the right to seek recovery of its reasonable and demonstrable losses arising directly from that failure.

Any amount sought will take account of Commission already received and the individual circumstances surrounding the change.

Nothing in this clause is intended to prevent or penalise a genuine change of tenancy, occupancy or ownership.

13. DUPLICATE OR FAILED CONTRACTS
The Customer must inform Utility Helpline immediately if it becomes aware that another Contract has been entered into for the same meter and supply period as a Contract already arranged through Utility Helpline.

Where a Contract arranged by Utility Helpline fails or cannot proceed as a direct result of an act or omission by the Customer, Utility Helpline may seek to recover reasonable losses directly resulting from that failure, including Commission that Utility Helpline would otherwise reasonably have received.

Any amount claimed will:

take account of Commission already received;
relate to the actual loss suffered; and
be reasonable and proportionate in the circumstances.

This provision does not apply where the failure results from circumstances outside the Customer's reasonable control.

14. UTILITY HELPLINE'S FEES AND COMMISSION
There is normally no charge or obligation for the Customer simply to request quotations from Utility Helpline unless otherwise agreed.

If the Customer enters into a Contract arranged through Utility Helpline, Utility Helpline will normally receive remuneration for the Services it provides.

Our remuneration may be:

paid directly by the Customer;
paid by the Supplier and incorporated within the energy price;
included as an uplift to the unit rate;
included within a standing charge;
paid as a fixed fee; or
calculated using another method which is disclosed to the Customer.
Where Commission is incorporated within the energy price or standing charge, it forms part of the amount paid by the Customer to the Supplier.

Individual Commission Disclosure
Utility Helpline operates an individual commission disclosure process.

We do not rely on a standard commission rate or maximum commission rate applying to every Customer or Contract.

The remuneration applicable to each Contract is disclosed individually because Commission may vary according to factors including:

consumption;
contract value;
contract duration;
Supplier;
complexity of the procurement;
services provided;
account-management requirements; and
the commercial arrangements available from the Supplier.

Before the Customer enters into a Contract, Utility Helpline will disclose the applicable Commission or fee arrangement through the energy Contract documentation.

The disclosure will explain, where applicable:

how Utility Helpline is being remunerated;

whether the remuneration is paid directly by the Customer or incorporated within the Customer's energy or water charges;
the Commission rate, uplift or other charging mechanism; and
the total or estimated annual Commission Utility Helpline expects to receive over the term of the Contract where this can reasonably be calculated.
Where Commission is based upon estimated consumption, the total Commission disclosed will normally be an estimate.

The actual amount ultimately received by Utility Helpline may therefore be higher or lower where the Customer's actual consumption differs from the estimated consumption used when the Contract was agreed.

Details of Utility Helpline's Commission or broker fee may also be shown within the Supplier's Principal Terms or other Contract documentation.

The Customer should review the individual Commission disclosure and Contract documentation before accepting the Contract.

By accepting the Contract after receiving the applicable Commission disclosure, the Customer acknowledges that it has been informed of the applicable remuneration arrangements.

The Customer may request further information regarding Utility Helpline's remuneration at any time.

15. PAYMENT OF COMMISSION BY SUPPLIERS
Different Suppliers may pay Commission to Utility Helpline using different payment arrangements.

Depending upon the Supplier and Contract, Utility Helpline may receive Commission:

monthly;
quarterly;
annually;
partly or wholly in advance;
following commencement of the Contract;
following Contract renewal; or
through a combination of these methods.
Commission payments may be calculated using estimated or actual consumption and may subsequently be subject to reconciliation by the Supplier.

The timing or method by which a Supplier pays Commission to Utility Helpline does not alter the Customer's agreed energy price or payment obligations under the Contract unless expressly stated otherwise.

Where Commission is included within the Customer's energy price, the relevant Commission arrangement will be disclosed individually as described in Section 14.

16. FAIR VALUE
Utility Helpline will periodically review its fees and Commission arrangements with the aim of ensuring that remuneration remains reasonable having regard to the nature and level of the Services and benefits provided to Customers.

The level of remuneration may vary according to factors including:

energy or water consumption;
contract value;
contract duration;
complexity of the procurement;
credit risk;
level of account management;
additional services provided;
time and resources required to support the Customer; and
the commercial arrangements available from individual Suppliers.

17. COMPLAINTS AND INDEPENDENT DISPUTE RESOLUTION
Utility Helpline aims to provide a high standard of service and to deal with any concerns fairly, transparently and promptly.

If the Customer is dissatisfied with any aspect of the Services provided by Utility Helpline, it should contact our Customer Service team:

Utility Helpline
Telephone: 01432 378690

Utility Helpline will investigate complaints in accordance with its complaints procedure and will aim to resolve them as quickly as reasonably possible.

Alternative Dispute Resolution / QDSS
Sidney Phillips Ltd trading as Utility Helpline is registered with an Alternative Dispute Resolution / Qualifying Dispute Settlement Scheme for eligible energy broker disputes.

ADR Registration Number: C35SIDN01
Dispute Resolution Ombudsman (DRO) Registration Number: E3354

Where an eligible Customer remains dissatisfied following Utility Helpline's complaints process, or where the applicable period for escalation has been reached, the Customer may be entitled to refer the matter to the Dispute Resolution Ombudsman (DRO) for independent dispute resolution.

Dispute Resolution Ombudsman
Telephone: 0333 241 3209

The DRO provides an independent dispute-resolution service for eligible disputes between energy brokers/intermediaries and their customers.

Utility Helpline will cooperate with the applicable ADR/QDSS process and comply with obligations arising from its membership of the scheme.

Nothing in this section affects any statutory or other legal rights available to the Customer.

18. LIMITATION OF LIABILITY
The Customer acknowledges that the supply of energy or water is provided by the Supplier and not Utility Helpline.

Utility Helpline is therefore not responsible for the Supplier's performance of the supply Contract, including the Supplier's billing, supply, pricing adjustments permitted under the Supplier Contract, metering or service failures, except to the extent that any loss is directly caused by Utility Helpline's own breach, negligence or other liability which cannot lawfully be excluded.

Nothing in this Agreement excludes or limits liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation; or
any other liability that cannot lawfully be excluded or limited.
Subject to the above and to the extent permitted by law, Utility Helpline will not be liable for:

loss of profit;
loss of sales or business;
loss of anticipated savings;
loss of agreements or contracts;
loss of goodwill; or
indirect or consequential loss.
Subject to any liability that cannot lawfully be limited, Utility Helpline's total aggregate liability arising from or in connection with the Services will not exceed the total Commission or fees received by Utility Helpline in relation to the relevant Contract giving rise to the claim.

The Customer must notify Utility Helpline of any claim as soon as reasonably practicable after becoming aware of the circumstances giving rise to it and provide reasonable details and supporting information.

19. DATA PROTECTION
Each party will comply with applicable UK data protection and privacy legislation.

Utility Helpline may process personal information relating to the Customer's directors, employees, representatives and other contacts where necessary to provide the Services.

Information may be shared where reasonably necessary with:

energy and water Suppliers;
network and metering organisations;
industry agents;
professional advisers;
software and service providers; and
other parties involved in providing the Services,
in accordance with applicable Data Protection Legislation and Utility Helpline's Privacy Notice.

Telephone calls may be recorded for:

quality assurance;
training;
compliance;
evidential purposes; and
complaint and dispute resolution.
Recordings will be processed, retained and shared where necessary in accordance with our Privacy Notice and applicable Data Protection Legislation.

20. CONFIDENTIALITY
Each party will keep confidential information received from the other confidential and will not disclose it except:

where necessary to perform the Agreement;
where necessary to provide the Services;
where disclosure is required by law or regulation;
to professional advisers subject to appropriate confidentiality obligations; or
with the other party's consent.
This obligation will continue after termination of the Agreement.

21. TERMINATION
Termination or expiry of this Agreement will not affect any rights, obligations or liabilities that accrued before termination.

Any payment properly due to Utility Helpline before termination will remain payable.

Provisions intended to survive termination, including those relating to confidentiality, data protection, liability and accrued payment obligations, will continue to apply.

22. EVENTS OUTSIDE OUR CONTROL
Utility Helpline will not be liable for delay or failure to perform its obligations where caused by circumstances outside its reasonable control.

This may include failures or delays caused by:

Suppliers;
network operators;
metering agents;
industry systems;
telecommunications or IT failures;
industrial action;
regulatory or legislative changes;
market suspension;
extreme weather; or
other events outside Utility Helpline's reasonable control.
Utility Helpline will use reasonable endeavours to minimise the impact of such circumstances where practicable.

23. NOTICES AND COMMUNICATION
Formal notices under this Agreement must be provided in writing.

Notices may be delivered by hand, post, email or another written method agreed between the parties, subject to any specific legal requirements applying to the relevant notice.

Nothing in this clause prevents Utility Helpline and the Customer from using telephone, email and other electronic communications for normal day-to-day account management.

24. GENERAL
This Agreement constitutes the agreement between Utility Helpline and the Customer concerning the Services covered by it and supersedes previous discussions or understandings relating to those Services.

Any variation to this Agreement must be agreed in writing.

If any provision is found to be invalid, illegal or unenforceable, the remaining provisions will continue in full force and effect.

Failure or delay by either party in exercising any right does not constitute a waiver of that right.

Nothing in this Agreement creates a partnership, joint venture, franchise or employment relationship between Utility Helpline and the Customer.

The Customer may not assign, transfer or otherwise dispose of its rights or obligations under this Agreement without Utility Helpline's prior written consent, such consent not to be unreasonably withheld or delayed.

Utility Helpline may use information and documentation supplied by the Customer where reasonably necessary to obtain quotations, communicate with Suppliers and provide the Services, subject always to applicable confidentiality and data-protection requirements.

Nothing in this Agreement gives a third party a right to enforce its terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise.

25. GOVERNING LAW AND JURISDICTION
This Agreement is governed by the laws of England and Wales.

The parties submit to the jurisdiction of the courts of England and Wales.

26. CONTACT DETAILS
If you have any questions about these Terms and Conditions, please contact:

Utility Helpline
Sidney Phillips Ltd t/a Utility Helpline
Shepherds Meadow
Eaton Bishop
Hereford
HR2 9UA

Telephone: 01432 378690

ADR Registration Number: C35SIDN01
DRO Registration Number: E3354

IMPORTANT INFORMATION FOR CUSTOMERS
Customers should read these Terms and Conditions together with the relevant Supplier's Contract, Principal Terms and the individual Commission disclosure before entering into an energy or water supply agreement.

Broker Commission Disclosure

Utility Helpline's remuneration relating to an individual energy or water Contract will be disclosed to the Customer before acceptance through the Contract documentation and/or an accompanying Commission disclosure.

By accepting the Contract following receipt of that information, the Customer acknowledges that the applicable Commission or fee arrangement has been disclosed and that it has had the opportunity to review that information before entering into the Contract.

Sidney Phillips Ltd trading as Utility Helpline
Company Number: 02362635
Registered Office: Shepherds Meadow, Eaton Bishop, Hereford HR2 9UA

Terms & Conditions – September 2026