Setting Standards and Building Confidence .

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

​The UIA will maintain an Alternative Dispute Resolution scheme (ADR) 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 the start date and the end date if appropriate or clarify that it is an evergreen  arrangement
  3. any cancellation conditions as appropriate
  4. any termination conditions as appropriate
  5. a Signatory must indicate whether they are 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 and how such remunerations will be collected from the client
  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:

  1. will  not prevent a client from speaking to their supplier
  2. will deal with contractual and/or Code of Practice complaints from clients in a timely manner and will acknowledge receipt of the complaint within 5 working days giving a likely date for resolution

If a client cannot obtain a satisfactory resolution to their complaint they can refer such complaint to the UIA by making the complaint in writing to The UIA Board, P.O. Box 355, Tunbridge Wells, TN2 9ED or by email to enquiries@u-i-a.org or via the webpage.

The UIA will deal with such complaints through its ADR procedure and where applicable, its Appeals Process and any proven misconduct will lead to one; or a combination, of the following penalties:

  • a written apology to the complainant by the member
  • a payment to be made to the client by way of recompense for the impact of the reason for the complaint
  • the return of all or a portion of the fees to the client
  • written reprimand from the UIA with recommendations/suggestions on how to prevent reoccurrence
  • a mandatory period of training to be undertaken
  • a fine
  • suspension or expulsion from the UIA