Code of Practice — Telnergy Limited

Telnergy exists to help UK businesses buy commercial energy with less confusion, less pressure and fewer expensive mistakes. This Code of Practice sets out the standards we expect from ourselves when advising clients, speaking to suppliers and handling business energy information.

Commercial energy Third Party Intermediaries (TPIs) are now subject to closer scrutiny and formal standards. We support that direction. Businesses should be able to see how an energy broker is paid, what authority they have, what information has been used, and why a recommendation has been made.

Plain-English promise: we will explain commercial energy options clearly, disclose how we are paid, and avoid pressure tactics. If a contract is not suitable, we would rather say so than force a sale. Revolutionary stuff, apparently.

1. Our people

Everyone representing Telnergy is expected to understand the commercial energy market, the limits of their authority, and the importance of giving clients accurate information. We use experience, references and appropriate checks when bringing people into the business or allowing them to advise clients.

2. Training and market knowledge

Energy prices, supplier appetite, regulation and contract structures change constantly. We keep our team informed through supplier updates, market briefings, regulatory guidance, internal reviews and continuing professional development. Where advice depends on a live market position, we make that clear.

3. Clear sales and marketing material

Our website, emails, proposals and other marketing material should be written in plain English. We avoid hiding important points in jargon, acronyms or footnotes. Where figures are indicative, estimated or dependent on supplier acceptance, we say so.

4. Responsible selling

We do not present ourselves as an energy supplier, a regulator or an official government body. We do not use misleading savings claims, false deadlines or unnecessary pressure to obtain agreement. Our advisers should explain options fairly and give clients time to make an informed decision.

5. Relevant laws, rules and industry standards

We aim to operate in line with the legal and regulatory requirements that apply to our work, including data protection law, Ofgem expectations for non-domestic energy customers, relevant supplier licence conditions, marketing rules, employment law and any applicable TPI Code of Practice requirements.

Where a specific rule or supplier process applies, we will explain what it means in practical terms rather than simply quoting regulation at you like a sleep aid.

6. Letter of Authority

Before we approach suppliers or request account information on a client’s behalf, we normally ask for a signed Letter of Authority. The LOA explains what we are allowed to do, what we are not allowed to do, and how long the authority lasts. It does not transfer ownership of your supply contract to us.

7. Supplier contracts and recommendations

Before a client signs a supply contract, we will explain the key commercial points available to us, including the supplier, term, unit rates, standing charges, payment method, contract start date, renewal or termination requirements, and any relevant assumptions or conditions.

We will not knowingly withhold a material point that could affect your decision. Energy contracts are dull enough without booby traps.

8. Contract objections, rejections and supplier issues

If a supplier rejects a contract, objects to a switch, requests more information or identifies an issue with the application, we will tell you promptly and help resolve the matter where it falls within our role. Some outcomes remain under supplier control, but we will not leave you guessing.

9. Data protection and confidentiality

We handle client information in accordance with UK data protection law and our Privacy Policy. Telnergy Limited is registered with the Information Commissioner's Office under registration number ZA475895. Energy bills, meter details, contracts and correspondence are treated as confidential business information and are only shared where needed to provide our service, obtain quotations, manage contracts or comply with legal obligations.

10. Commission and fees

Telnergy is paid for its work. In most cases our remuneration is included within the tariff agreed with the supplier, usually expressed as a pence-per-kWh uplift or commission. We will explain how we are paid before a client agrees to proceed.

We do not require a client to accept any quote we present. We also do not recommend a supplier simply because it pays the highest commission. The recommended option should be suitable for the client’s needs, not just convenient for us.

11. Complaints

If something goes wrong, we want to know quickly so we can put it right. Complaints can be raised by email at hello@telnergy.com or by calling 01202 028 888.

We will acknowledge complaints, investigate them fairly, explain our response, and tell you what further options are available where a matter cannot be resolved directly.

12. Records and retention

We keep records needed to evidence our advice and service, which may include Letters of Authority, supplier quotations, signed contracts, bills, correspondence and complaint records. These are stored securely and only accessible to authorised people.

Records are kept only for as long as there is a legitimate business, legal, regulatory, accounting or professional indemnity reason to retain them. When no longer required, they are deleted or disposed of appropriately.

13. Review and audit

We review this Code of Practice and our working processes at least annually, or sooner if regulation, supplier requirements or our services materially change. Where we identify a gap, we update the process rather than pretending the spreadsheet was always perfect.

14. Contact

Questions about this Code of Practice can be sent to hello@telnergy.com or discussed with us on 01202 028 888.