Public-facing documents should be easy to find.
This page brings together the core trust surfaces for prospects and customers: complaints handling, privacy, website terms, and how we think about fair treatment and remuneration transparency in commercial energy brokerage.
Complaints procedure
How to raise an issue with Dernetz and what happens next.
Privacy policy
How personal and commercial data is used, stored, and protected.
Terms and conditions
How the website, quote support, and brokerage relationship are structured.
Compliance and transparency
Commission transparency, fair treatment, and useful guidance links for business customers.
We aim to explain commercial options clearly, avoid hiding the shape of the recommendation, and make it straightforward for a customer to understand what happens next.
If remuneration is supplier-paid, uplift-led, or otherwise affects the commercial structure, the objective is that the customer understands the basis of the service and the route to clarification.
LOAs, quotes, bills, contracts, signatures, and key communications should stay linked to the account so follow-through is auditable and easier to review.
Reference points customers may also want to read.
Ofgem guidance on TPIs and microbusinesses
Background on how third-party intermediaries fit into business energy contracting and what smaller businesses should understand.
Ofgem factsheet on non-domestic protections
Overview of fair treatment, principal terms, and transparency changes affecting non-domestic customers.
Energy Ombudsman
Independent redress information for eligible energy complaints where an escalation route applies.