Dispute Resolution Ombudsman and CTSI initiative offers energy brokers the ability to demonstrate their commitment to customers, helping them stand out, win contracts and build lasting trust
Energy brokers now have a powerful new way to differentiate themselves from competitors and win the trust of prospective customers. The Energy Broker Code, a new initiative overseen by the Dispute Resolution Ombudsman and the Chartered Trading Standards Institute (CTSI), gives participating brokers an independently monitored mark of credibility: a clear, visible signal that they operate transparently, treat customers fairly and follow professional standards.
In a competitive market where customers often struggle to tell reputable brokers apart, the Code gives brokers something the market has long lacked: a way to prove they do the right thing. Participating brokers can use it to stand out from unaccredited competitors, win customer trust faster, reduce the risk and cost of complaints, build long-term loyalty and strengthen their credibility with customers, partners and tender panels.
Independent recognition for brokers doing the right thing
John Herriman, Chief Executive of the Chartered Trading Standards Institute (CTSI), said:
“Trust matters in every market, but it is especially important where customers are making decisions that can have a significant financial impact. The Energy Broker Code is a positive step towards greater transparency, fairer practice and stronger customer confidence in the energy broker sector.”
James Walker, Director at Dispute Resolution Ombudsman, said:
“There are many energy brokers who already operate to a high standard, but until now they’ve had little way to prove it to potential customers. The Energy Broker Code gives those brokers the recognition they deserve: an independent, credible framework they can point to that says, in plain terms, this business is committed to transparency, fairness and good outcomes for its customers. For brokers, that’s a real commercial advantage. For customers, it’s confidence they can trust.”
How it works
Businesses joining the scheme submit an application showing how they meet the Code’s expectations around transparency, fair trading and complaints handling. Participants commit to clear standards including:
• Clear disclosure of commissions and fees
• Honest and fair sales practices
• Plain-English explanations of contracts and terms
• Structured internal complaints processes
• Access to independent dispute resolution through the Dispute Resolution Ombudsman
CTSI will provide independent oversight of the scheme, supervising and monitoring its operation.
Subject to CTSI’s conditions and once full approval has been achieved, participating brokers will be able
to use approved branding across marketing materials, tender submissions and customer
communications, helping them demonstrate their commitment to recognised standards and best
practice.
Raising the bar and elevating reputable brokers
As scrutiny of third-party intermediaries continues across the energy market, brokers who can evidence
good practice will be best placed to win and retain business. The Code gives them a credible,
independently monitored way to show it, and a chance to lead the market rather than follow it.
Briefing webinars
Dispute Resolution Ombudsman is holding a briefing webinar on 24 November at 10am for members and non-members to introduce the
scheme and Approved Code which will feature Judith Turner, Deputy Chief Ombudsman at the Ombuds
Group, the Approved Code sponsor, and Tim Hipperson, energy consultant and strategist.
To register, email webinars@ombuds.group.
