Alternative Dispute Resolution

We only work with brokers that have signed up to an Ofgem Alternative Dispute Resolution (ADR) scheme for our microbusiness and small business consumers.

Other helpful information for brokers

Letters of Authority (LOAs)

Please be aware that we only accept level 1 LOAs (i.e. those signed by the customer) and no longer accept level 2 LOAs (where a broker signs on behalf of the customer).

Terms and Conditions

You can download copies of our current Terms and Conditions.

End of contract

Customers no longer need to send us a termination letter. Customers on our fixed products won’t be able to leave before the ‘fixed period’ end date of their contract.

If a customer doesn’t agree a new contract or switch to a new supplier once their ‘fixed period’ expires, their contract will move into a ‘variable period’ or onto ‘out of contract rates’ (depending on their contract type. Details of these will be on the Contract Award Schedule.

Variable period rates do include all TPCs but can change at any time; customers can usually get a better deal by agreeing a new contract. Their contract will continue on this variable rate until they agree a new contract or switch to a new supplier.

Smart

A smart meter will send meter readings to us automatically. This means your clients only pay for what they use, since we won't have to estimate their bill (unless there's a signal issue - which is rare, and we'd work with them to fix).

Your clients would also save time by not manually having to submit meter readings. Plus, a smart meter will give them access to detailed data on their energy use that they could use to take action and make savings.

We offer smart meters and installations at no extra cost. Find out more.