What should I do if a broker mis-sold my contract?

Mis-selling can mean being misled about price or length, hidden fees, or being tied into a deal you didn't understand. Act quickly; time limits apply.

Step 1: gather evidence

• Emails, quotes, call notes (date, time, who spoke).
• Your contract and Principal Terms.
• Recent bills and your account number.
• Any letter of authority you signed.

Step 2: complain to the broker

Say what went wrong and what you want, for example a fix to the contract or refund of fees. Use email or post so there is a record, and follow the broker's own complaints process. Typical complaints include being misled about a contract, unclear fees and being charged more than quoted.

Step 3: check their dispute scheme

A broker paid by a supplier must be registered with a scheme. Citizens Advice lists the Energy Ombudsman, the Utilities Intermediaries Association (UIA) and the Dispute Resolution Ombudsman. If the broker is not registered you can't use these routes. See what a QDSS is.

Step 4: escalate

Scheme	When you can escalate
Energy Ombudsman	After 8 weeks, or straight away with a deadlock letter; within 1 year of that letter
UIA	After 15 working days, or if unhappy with the reply
Dispute Resolution Ombudsman	Same 8-week and deadlock rules as above

Our guide to complaining about a broker to the Ombudsman has more.

What about the supplier?

Your contract is with the supplier, not the broker. Ask whether it would release you or amend terms, but don't assume so. Verbal agreements are binding and there is no cooling-off period, so a supplier may refuse.

Undisclosed commission

Ofgem cannot make brokers repay commission, and warns that people who say otherwise and ask for a fee are scammers. You may be able to claim through legal action; get independent legal advice first.

Citizens Advice gives free help on business energy complaints. Ofgem lists the helpline on its microbusiness guidance page.

Example timeline

You complain on 1 March. The broker sends no reply. On 26 April, eight weeks later, you can go to the Energy Ombudsman. If they instead send a deadlock letter on 10 March, you can go at once and have a year from that date.

Keep paying while you complain

Unless the supplier agrees otherwise, your contract with it continues, and stopping payment can lead to late charges and debt action. Keep paying the undisputed amounts while the complaint runs. Also write a short timeline of events while memories are fresh: who said what, on which date, and what you relied on. A clear timeline is often the most persuasive part of a complaint.

Next steps

Read our overview of broker mis-selling, and learn how to vet a broker before the next renewal.