Every broker says they follow the process.
The audit confirms who actually does.
From the 15th of each month, BOS carries out routine quality assurance checks on a small sample of broker submissions from the previous 30 days.
This is not punishment.
It is professional quality control.
Suppliers expect clean, compliant deals.
We expect the same standard from our brokers.
Frequency: Monthly
Run date: 15th of each month
Selection window: Rolling 30 days prior to the audit run
Scope: All contract types
Electricity and gas
Hospitality and non-hospitality
Audits are automated and consistent. Manual selection is not involved.
Audits are proportionate to recent activity.
| Sales in last 30 days | Contracts audited |
|---|---|
| 1–19 | 1 |
| 20+ | 2 |
Why: Higher submission volumes carry greater commercial and regulatory exposure and therefore require slightly higher scrutiny.
This remains a light audit process. No broker is subject to full book reviews.
If selected, you will receive:
One or more Zoho Desk audit tickets; and
An email summary linking directly to those tickets.
If you have opted in to WhatsApp notifications, you may also receive a brief WhatsApp alert pointing you to the ticket numbers.
All responses must be made via the audit tickets.
You are required to supply documented evidence, not explanations.
Provide evidence of:
Credit check confirmation
Meter validation
Customer dialogue before signing, showing:
No mis-selling
Clear explanation of terms
Customer eligibility was verified
If it is not documented, it did not happen.
Provide evidence that:
The customer confirmed the sale after submission
Confirmation may be written or recorded
Memory is not evidence. Documentation is.
| Stage | Action |
|---|---|
| Audit issued | Ticket(s) created with due date |
| Response window | Documentation submitted via ticket |
| Overdue | Automated chaser sent |
| Continued non-response | Commission processing paused |
Audit tickets operate under a 10-calendar-day SLA.
Enforcement is automated and system-driven.
BOS may contact customers linked to audited contracts.
These are verification calls, not tests.
They exist to confirm genuine consent and protect all parties.
You will not be told which customers are contacted.
This is deliberate.
⚠️ Commission payments paused
⚠️ Submissions linked to the audit placed on hold
🚫 Restricted access to specific suppliers
🚫 Increased audit frequency
🚫 Suspension from submitting new contracts if the pattern continues
If required documentation cannot be produced, that is not a system failure; it is a process failure.
Q: Why was I selected?
A: Audits are randomly selected from recent submissions within a rolling 30-day window. All brokers are eligible.
Q: Can I choose different contracts for review?
A: No. Random selection preserves audit integrity.
Q: What if I cannot find documentation?
A: That indicates a record-keeping failure. Pre-sale documentation must be retained for every deal.
Q: What if the customer does not remember the sale?
A: That points to a weakness in the pre-sale process and may trigger follow-up.
Q: How long are audit records kept?
A: Six years, in line with regulatory retention requirements.
Q: What if everything is correct?
A: Submit the evidence, close the ticket, and move on. Routine compliance; nothing more.
Keep pre-sale and post-sale records at the time of sale
Do not wait until the deadline to respond
Treat documentation as protection, not admin
If unsure, raise a Help Desk ticket before the due date
This process is not designed to catch anyone out.
Each audit reflects everyday habits:
Done properly, it takes minutes
Done poorly, it escalates
Professional brokers barely notice this process.
Everyone else improves or exits.
✅ Audits run monthly on the 15th
📂 1 or 2 contracts reviewed based on recent volume
🕒 Responses submitted via ticket within SLA
⚙️ Non-response pauses commission processing
🎯 Objective: consistent, defensible compliance
Quality deals require clean records.
This process exists to protect:
customers;
brokers; and
BOS’s supplier relationships.
Work to standard and this will never be an issue.