How should contract disputes be handled?

Contract disputes should be assessed at the outset to determine their severity, impact, and urgency. Where appropriate, issues should then be escalated internally to ensure the right level of support and expertise is involved. All disputes should be managed promptly, professionally, and with a clear audit trail to minimise risk and maintain client confidence.

1. Gather and Review All Documentation

   Collect and review:

   • Signed contracts
   • Supplier agreements
   • LOAs (Letters of Authority)
   • Emails and written communications
   • Renewal confirmations
   • Call recordings (if available)
   • Pricing schedules and terms
2. Identify the Cause of the Dispute

   Common causes include:

   • Incorrect contract dates
   • Pricing discrepancies
   • Disputed verbal agreements
   • Auto-renewals
   • Incorrect meter/site details
   • Supplier processing errors
3. Verify Internal Records

   Check CRM notes, sales records, and operational handovers to confirm:

   • What was agreed
   • Who authorised the contract
   • Key timelines and communications
   • Whether compliance processes were followed
4. Communicate Clearly With the Client
   • Acknowledge the concern promptly
   • Explain the investigation process
   • Avoid assigning blame prematurely
   • Provide realistic timelines and regular updates
5. Engage the Supplier

   Raise the dispute formally with the supplier and provide supporting evidence where required. Maintain detailed records of:

   • Reference numbers
   • Contacts spoken to
   • Agreed actions
   • Escalation dates
6. Escalate Where Necessary

   Escalate internally when:

   • Financial exposure is significant
   • Reputational risk exists
   • Legal concerns are identified
   • The dispute remains unresolved beyond SLA expectations
7. Involve Legal or Compliance Teams

   Legal or compliance support may be required for:

   • Non-standard terms
   • Threatened legal action
   • Allegations of mis-selling
   • Data protection concerns
   • Regulatory complaints
8. Maintain Full Audit Trails

   Ensure all actions, communications, and decisions are fully documented within CRM or case management systems.

9. Confirm Resolution in Writing

   Once resolved:

   • Provide written confirmation to the client
   • Update internal systems
   • Record lessons learnt
   • Identify any process improvements to prevent recurrence
   • Remain professional and neutral throughout
   • Focus on factual evidence
   • Avoid verbal-only agreements
   • Keep clients informed at every key stage
   • Escalate early rather than late when risks increase