Code of Conduct

Our Commitment

At Youtilities, our reputation is built on trust, integrity, and a clear commitment to serving the best interests of our business clients. This Code of Conduct outlines the ethical standards and professional principles that guide our work.

All team members and representatives are expected to follow this Code so that we operate with transparency, professionalism, and full compliance with UK laws and industry regulations.

Our Core Principles

• Integrity: We are honest, clear and accurate in all communications so clients can make informed decisions.
• Professionalism: We maintain high standards of knowledge, competence, and client service at all times.
• Impartiality: We provide unbiased guidance based on client needs, not preferential supplier influence.
• Compliance: We follow applicable UK laws, Ofgem expectations for TPIs, and data protection requirements.

Our Responsibilities to Clients

• Clear Communication: We explain tariffs, contracts and market terms in plain language.
• Understanding Client Needs: We assess your business requirements before making recommendations.
• Transparency on Fees/Commission: We explain how we are paid and provide transparency on request.
• Letters of Authority (LoA): We only act with explicit, time-limited permission and use LoAs for their intended purpose.
• Contract Clarity: We help ensure key terms, obligations and timelines are understood before agreement.
• No High-Pressure Sales: We focus on long-term relationships and value-led advice.
• Data Protection: We process personal and business data securely in line with UK GDPR.
• Complaint Handling: We operate a fair, transparent and accessible complaints process.

Our Commitment to Compliance

Youtilities is committed to full compliance with all relevant authorities and legislation, including:

• Ofgem expectations for Third Party Intermediaries (TPIs)
• UK GDPR and the Data Protection Act 2018
• Applicable consumer and business protection laws

We actively monitor regulatory developments and update our processes to protect client interests and maintain high standards.

Upholding This Code

This Code of Conduct is a condition of working with Youtilities. We provide regular guidance and training to ensure these standards are clearly understood and consistently applied.