Frequently asked questions

How do we get paid?

On Claims we refer the case to our panel of expert solicitors on a no-win, no-fee* basis. In the event your claim is successful the following fee’s will be deducted:

PanoServe fee of 15% from the compensation awarded.

Our solicitors charge a fee of 30% + VAT = 36% of the compensation awarded

What is a TPI?

A TPI is the acronym for ‘Third Party Intermediary’ – also known as energy brokers or energy consultants.

How much does it cost to start a claim?

We will complete the initial enquiries into your claim at no cost to you on a no-obligation Review and Challenge basis. Once we have established you have a claim, you will need to sign an agreement of our Terms & Conditions, which clearly shows our fees upon achieving a successful outcome.

What does the process involve?

Simply provide us with some details of the contracts that the broker(s) put in place for you, sign a letter of authority allowing us to engage with the broker(s) and supplier(s), and we will do the rest. We will write to the broker & suppliers to ascertain the value of your claim, and let you decide if you wish to launch a claim. In the event a claim is started, you will be required to co-operate with our panel of expert solicitors to achieve a successful outcome for you. We will try to keep your involvement to a minimum, and will use our expertise to gather all evidence with minimal interruption to yourself, although sometimes we may require your help.

How long does a claim take?

This depends on a number of factors, including the amount and type of breach involved. It is difficult to say exactly how long your claim will take, claims can settle within two weeks while others may take a number of months.

Will claiming affect my contract?

They can change but only to your benefit. For example, the broker may take their commissions out of the deal leaving you with a lower rate, or they may offer to cancel the contract. We will always ask your permission to have any such changes applied.

Are you an energy broker, will you be trying to sell energy contracts to us?

No, we are energy consultants. We offer 100% green energy contracts procured transparently and ethically, and provide our customers with as much information as possible so they can make an informed decision and decide on the right procurement strategy for them.

How likely is it that my broker has mis-sold to me?

If your broker did not disclose to you how much they earned at the very least, they have not demonstrated transparency and you could have a claim. The scale of mis-selling in the industry is unclear, and there are certainly brokers who do a great job by correctly reviewing the market and describing the options accurately whilst demonstrating transparency over their fees with their clients.

Surely they can’t all be mis-selling?

There are many ethical and transparent brokers in the market and not all are mis-selling or hiding their fees. Our experience is that the vast majority of cases involve at least one area of mis-selling.

My broker said that they would include some services for us that would help us save money, surely they can’t be mis-selling?

Some brokers really do offer added value for your benefit, however if they have not declared a fee and you don’t know with certainty how much you are being charged, you can’t make an informed decision about the additional services you may be receiving.

Can I just ask my supplier?

Unfortunately, this is not likely to help. The supplier is not likely to disclose anything as the supplier and broker have a contract arrangement whereby the supplier must leave it to the broker to answer questions about commissions, we believe this is wrong. Some suppliers rely heavily on the introductions they get from some brokers.

Can I just ask my broker?

You could ask your current or previous broker, but there are no checks in place to ensure you are told the truth or given all the information you need to make an informed decision. As a result you cannot guarantee you have information that is both correct and complete. We have experience of brokers actively misleading clients.

Will I need to go to court?

There is a small chance you may be required to go to court, however only a small number of cases proceed all the way to court. If this happens, our panel of expert solicitors, will be there every step of the way to guide you.