A plain-language guide to every stage of the claims process, from initial eligibility review through to resolution. What we do, what we need from you, and what to expect at each step.
The claims process is straightforward in structure, even when individual cases have complexities. Here is exactly what happens at each stage, and what your involvement will be.
You complete our short online form or speak with a member of our team. We gather basic information: approximate annual energy spend, contract period, whether you dealt with a broker, and the name of your energy supplier.
We review this against our eligibility criteria and typically provide an initial assessment within 48 to 72 hours. If we believe you have grounds for a claim, we explain why — with reference to your specific circumstances, not generic language.
With your authority, we request your energy contracts and commission disclosure records — directly from the supplier and, where possible, from the broker. In many cases we can obtain the necessary documentation without you needing to locate anything yourself.
We then carry out a detailed analysis: comparing the rates you paid against available market benchmarks, quantifying the commission component embedded in your contract, and assessing the adequacy of any disclosure that was made.
We submit a formal Letter Before Action to the broker and, where relevant, the supplier. This sets out the legal basis for the claim, the evidence gathered, and the compensation sought. Most respondents engage at this stage.
We handle all correspondence throughout the negotiation phase. You will be kept informed of all material developments and consulted before any settlement is accepted or rejected. Nothing is agreed without your explicit instruction.
Where claims are settled by agreement, the compensation is typically paid directly to your business. Our fee — a pre-agreed percentage of the amount recovered — is invoiced at this point. Nothing is due before settlement is received.
For cases that cannot be resolved through negotiation, we pursue formal dispute resolution through the relevant ombudsman scheme or, where appropriate, county court proceedings. We will always advise you clearly on the merits and risks before escalating.
Most cases resolve within 3 to 9 months. Complex multi-site or high-value cases may take longer, particularly where formal dispute resolution becomes necessary.
Day 1
Days 2–5
Weeks 1–4
Months 1–4
Months 3–9
Please do not let a lack of paperwork deter you from getting in touch. We can often obtain what we need directly. That said, if you do have documents available, here is how they help.
Energy broker claims are not speculative. They rest on well-established principles of English contract law and regulatory requirements — principles that courts have applied specifically to energy broker arrangements in a growing body of case law.
The strength of any individual claim depends on the specific facts, but the legal framework is robust and increasingly well-understood by courts and ombudsman schemes.
Where a broker acted as your agent, they owed a duty to act in your interest. Receiving undisclosed commission from a supplier — whilst ostensibly advising you on the best contract — constitutes a conflict of interest and potentially a breach of that duty.
A broker who fails to disclose a material financial interest in the outcome of their advice cannot be said to have advised you properly. Courts have held that commission arrangements must be disclosed in sufficient detail to allow informed consent.
Disclosure that is vague, buried in small print, or quantified in a way that obscures the true amount may not meet the legal standard. Even where some disclosure occurred, the adequacy of that disclosure is a legitimate legal question.
Where a broker received a commission that inflated your costs without adequate disclosure or consent, they were enriched at your expense in a way that the courts may treat as unjust and recoverable.
Now that you understand the process, take the first step. Our team will assess your eligibility within 48 hours and provide a clear written view of your position — at no cost and with no obligation to proceed.
Check My Eligibility →