Code of Practice


"The Utilities Intermediary Association (UIA) is an organisation set up to further the standard, status and credibility of Brokers and Consultants and, where appropriate, individuals, who play a major part in the Utilities Sector of the market in particular the energy market. Full Membership of the UIA can only be gained by agreeing to adhere to the Articles of Association and to the principles and Codes of Practice included here and as amended from time to time."

The UIA will publish the full Code of Practice on their website.

The UIA will maintain a disciplinary process that will enable a  member's client to obtain redress


Members of the UIA will not act in a way that brings the UIA, their organisation or themselves into disrepute and should demonstrate openness, clarity and truthfulness in their dealings with clients.


Members of the UIA should always obtain a letter of authority from a client, be aware of industry timescales, appreciate suppliers' operational needs and understand the implications of hurried price seeking.


Members of the UIA will treat client data in a confidential manner at all times.


Members of the UIA must issue to the client an agreement or contract that indicates what the Member will do for the Client. This document must include the following:

  1. the named parties

  2. both start date and the end date if appropriate or clarity that it is an evergreen  arrangement

  3. any cancellation conditions as appropriate

  4. any termination conditions as appropriate

  5. a Signatory must indicate if he is working on behalf of a single supplier or sourcing prices from as  many suppliers as possible

  6. the factors used to reach a recommendation for the client e.g. lowest offer

  7. the origin of all considerations i.e. rebates or fees

  8. the services that will be delivered

  9. how data will be managed and protected

  10. the process for raising contractual issues

  11. how complaints from either side will be handled

In addition, the following items should be considered for inclusion in a contract or agreement as appropriate:

  • what post contract service is included

  • how items of ethics and integrity will be handled

  • the process for closing the contract and any return / handover issues

  • where the possibility that older or vulnerable customers are caught by any contract then  provision for dealing appropriately must be in place

  • detail of the client's energy usage and any planned changes

  • the provision and timeliness of the payment of invoices relating to the contract or  agreement with the client.

  • what the process will be for the checking of invoices and payment terms

  • the arrangements for the payment of correctly rendered invoices on behalf of clients where applicable and the agreed terms and conditions

A member of the UIA: 

a) will  not prevent a client from speaking to their supplier

b) will deal with contractual and/or Code of Practice complaints from clients in a timely manner and will acknowledge receipt of complaint within 5 working days giving a likely date for resolution

If a client is unable to obtain satisfactory resolution to their complaint they can then refer such complaint to the UIA by making the complaint in writing to: The UIA Board, P.O. Box 355, Tunbridge Wells, TN2 9ED.

The UIA will deal with such complaints through their disciplinary procedure and any proven misconduct will lead to one; or a combination, of the following penalties:

  • written reprimand from the UIA with recommendations / suggestions on how to prevent reoccurrence

  • a written apology to the complainant by the member

  • a payment to be made to the client by way of recompense for inconvenience caused, which would be awarded by an independent panel

  • a mandatory period of training to be undertaken

  • the return of all or a portion of the fees to the client

  • a fine

  • suspension or expulsion from the UIA

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Setting Standards and Building Confidence .