At Utilitylinx Ltd, we are committed to providing transparent, honest, and high-quality utility broker services to UK small and medium-sized enterprises (SMEs). We strictly adhere to the Ofgem-approved Third-Party Intermediary (TPI) Code of Practice.
This compliance statement details exactly how our business operates, how we are compensated, and how we handle customer satisfaction.
1. Our Relationship with Suppliers & Aggregators
Utilitylinx Ltd operates as an independent energy broker. Rather than holding direct individual relationships with every energy provider, we partner with leading, fully accredited UK energy aggregators.
Through these strategic aggregator partnerships, we are able to securely search the market and give you instant access to competitive live pricing matrices from up to 20 top UK utility suppliers.
2. Transparent Commission & Fees Disclosure
In strict compliance with Ofgem’s micro-business regulations and transparency rules, we ensure that our pricing model is completely open:
- No Upfront Cost: Our 24/7 instant quote matrix is entirely free to use, and we never charge you a direct upfront platform fee or consultation invoice.
- How We Are Paid: When you choose a tariff and successfully switch or renew a contract through our platform, we receive a commission or introductory fee from the respective supplier via our aggregator partner.
- Tariff Integration: This commission is typically built directly into the standing charge or unit rate per kilowatt-hour ($kWh$) of your contract. This means the price you see on your screen is inclusive of our service cost—there are never any hidden bills or unexpected extra charges from us.
3. Our Complaints Handling Procedure
We pride ourselves on accuracy and instant transparency. However, if your experience did not meet your expectations, we want to hear about it immediately so we can make it right.
Step 1: Contact Us
If you have a complaint regarding a quotation, a contract, or our service, please get in touch with our team directly:
- Email: contactus@utilitylinx.com
- Phone: (+44) 3301336626
- Postal Address: 98 Link Road, Canvey Island, Essex, SS8 9JU, United Kingdom.
Step 2: Our Review and Timeline
- We will formally acknowledge receipt of your complaint within 2 working days.
- Our management team will thoroughly review the backend logs, system data, or correspondence regarding the issue.
- We aim to deliver a full, written response or resolution proposal within 7 working days.
Step 3: Unresolved Disputes (The Energy Ombudsman)
If your business qualifies as a micro-business and we cannot reach a mutually agreed resolution within 8 weeks, or if we issue a “deadlock letter” stating that we cannot move further, you have the right to refer your complaint to the Energy Ombudsman.
The Energy Ombudsman is an independent, free service approved by Ofgem to settle disputes.
- Website: www.energyombudsman.org
- Phone: 0330 440 1624
- Email: enquiry@energyombudsman.org