Our Commitment to the TPI Code of Practice

What the TPI Code of Practice Means for Your Business

Choosing an energy broker can feel like stepping into a maze of tariffs, commission structures, and technical jargon. The UK’s Third‑Party Intermediary (TPI) Code of Practice was introduced precisely to bring order and transparency to that maze, and at Galaxy Region Utilities (GRU), we have woven the Code’s principles into every stage of our service. Below, we break down how each pillar of the Code directly protects your business, lowers costs, and strengthens long‑term energy strategy.

1. Quality Customer Service, Real People, Real Expertise

The Code’s first requirement is that customers receive clear, accurate guidance from trained professionals. At GRU, every adviser completes a structured induction covering wholesale market mechanics, network charges, sustainability options, and Ofgem compliance. We also record and monitor 100 % of calls, not because we don’t trust our team, but because we constantly coach for plain‑English clarity and solution‑driven conversations. When an audit flags ambiguity, we coach the adviser within 24 hours and update our knowledge base, so every future customer benefits from the fix.

2. Freedom of Choice, No Pressure, No Lock‑Ins

Too many SMEs have been rushed into signing contracts that later prove costly. The TPI Code forbids high‑pressure tactics, and we take that further: quotation emails include a “cooling‑off” countdown that reminds you of your decision window, and our online portal stores every tariff we present, ranked by total cost of ownership. If you prefer to wait until market conditions improve, that’s your right, we’ll simply schedule a courtesy check‑in rather than bombard you with calls.

3. Complete Transparency, Pricing You Can Audit

Under the Code, a broker must reveal how it is paid. GRU sends a line‑item commission disclosure with every quote, expressed both as pence‑per‑kWh and as a total £ value over the life of the contract. You also receive the raw supplier offer so you can verify that our comparison engine has not inflated any figures. For larger users we offer fixed‑fee procurement, billed like a consultancy project, so the supply price flows through untouched.

4. Privacy and Security, Protecting Your Data

We understand that Letters of Authority (LoAs), half‑hourly consumption data, and billing details are commercially sensitive. GRU operates on ISO 27001‑certified cloud infrastructure, and access to your files is restricted via role‑based permissions. Internally, marketing teams cannot see your energy data, and sales teams cannot export it. Our Privacy Policy aligns with the UK GDPR and explains, in plain English, where and why your data is processed.

5. Fair Prices, Leveraging Scale Without Hidden Costs

Because we tender thousands of meters each year, suppliers compete aggressively when they see a GRU RFP in their portal. The savings are genuine, currently averaging 17 % against customers’ expiring rates, but equally important is our guarantee that you will never pay “stealth lifts” buried in unit rates. We audit bills monthly during the first quarter of your new contract and continue quarterly thereafter, recovering over‑charges directly from suppliers on your behalf.

6. Ongoing Support, From Switch to Renewal

Compliance doesn’t end when your contract goes live. The Code obliges a broker to offer after‑sales care, and GRU dedicates a named Account Manager who monitors your renewal window and key market movements. If geopolitical shocks send wholesale prices tumbling, we’ll call to discuss a re‑forecast; if network charges rise, we’ll advise on capacity re‑alignment. Our support tickets are triaged within two business hours, and urgent metering issues are escalated to suppliers immediately.

7. Independent Redress, Your Peace of Mind

By adhering to the TPI Code, we grant your business direct access to the Energy Ombudsman should any dispute arise. We are proud to report that, to date, zero GRU customers have needed to escalate an issue—but knowing that safety net exists underscores the confidence you can place in our process.