What is an energy claim?

What is an energy claim?

An energy claim typically arises when a business discovers — or believes — that its energy contract was arranged by a broker whose commission was not properly disclosed, or was inflated beyond what the client agreed to. This can happen in any part of the energy market, but it has become especially visible since 2021 as the market has tightened and scrutiny of broker practices has increased.

An energy consultancy that is approached by a third party (rather than the client directly) may be told that their contract contains hidden or excessive commissions. That may or may not be true — the important thing is that every client has the right to a clear, written explanation of exactly how their broker is remunerated, and the right to challenge it if they believe something is wrong.

How we handle commission — and why that matters

From the very start DIVINE TECH AND SOLUTIONS LTD has disclosed every commission we receive — either on a recorded call or in writing — before any contract goes live. We also cap our maximum introduction commission at no more than 3p per kilowatt-hour on energy, well below the maximum allowed by the market, and we do not add any commission to the standing charge.

Most suppliers now insist that the Letter of Authority used by brokers clearly sets out the commission structure, and many contracts display the total value of the commission payable across the full term. If a contract does not do this, it is worth asking why.

If you feel you have a claim against us

We never want a client to feel they have been treated unfairly. If you believe you have grounds for a claim, please email us directly at info@divinetechandsolutionsltd.co.uk with a recent energy bill attached. One of our senior team will acknowledge your email and begin an investigation.

Our standard target for completing an investigation is five working days. Occasionally more time is needed — for example when we are waiting for information from a supplier — and if that is the case, the person handling your case will tell you in writing as soon as it becomes clear.

We do not work with third-party claims firms

Energy-broker claims are currently unregulated, which means any claims company approaching you has no formal authority over us and has been found in many cases to inflate the actual value of claims. If a third party contacts you claiming to represent you in a claim against DIVINE TECH AND SOLUTIONS LTD, we will not engage with them. Instead we will contact you directly, by the details we already hold, and work with you one-to-one.

If a claim turns out to be unfounded

Where a client raises a claim directly and it is genuine but ultimately unsupported by evidence, we will not charge a fee for the time spent investigating it.

If a claim is raised through a third party and found to be false or without merit, a fee of £250 plus VAT will be invoiced — to both the client who initiated the claim and to the third party that raised it on their behalf.

All invoices issued by us are payable within five working days of issue. Any unpaid balance will be referred to our collections process seven calendar days after the due date.