🔍 What’s the issue?

When a supplier objects to a sale, brokers often ask us to “just reapply”. This is almost never the correct next step. Every supplier has strict rules on how (and how many times) objections can be cleared.

This guide explains what happens at each supplier, when (if ever) you need to raise a ticket or reply to an error email, and when you simply need to wait.

🧠 Why does this happen?

Objections usually mean debt, no Direct Debit set up, or COT.

Until the customer fixes the issue, no resubmission will work.

Each supplier has its own retry process — some automatic, some manual, all capped.

✅ What should I do instead?

Follow the supplier-specific process below:

EDF

Auto reapply 3 times once the objection clears.

❌ Do not raise a ticket asking us to reapply — it’s automatic.

If we notify you of an error, that means provide us with information but ultimately wait.

Provided you have replied once to the initial error notification, the contract will continue to appear on your daily error report until the supplier either clears the objection, re-enters error state, or cancels the sale.

This process (and the meaning of each status) is outlined in the error report email itself.

Scottish Power (SP)

Auto reapply 3 times, 14 days apart.

After 3 failed attempts, the sale is dead and cannot be re-submitted again.

We reserve the right to cancel earlier if it’s clearly a repeat of previous failed data.

British Gas Lite / BGB

You can reply directly to the error email with the new date you want.

We’ll action the reapply for you — maximum 3 attempts.

If it fails a full round, we’ll try once more, but you’ll need to provide proof the site is free to leave.

If that fails again, we will not place with BGL/BGB again.

E.ON

Manual only. E.ON does not provide status reporting, so you will need to liaise with your customer as E.ON notifies them directly.

You can reply to the error report email with the objection reason and new date.

If you don’t tell us, nothing happens.

Smartest / SSE / Valda

Manual only.

Maximum of 2 attempts.

💳 If the Customer Fails Credit

In some cases, we can appeal a credit failure — but only if genuine supporting information is provided.
We may request one or more of the following documents:

• Bank statement showing sufficient funds to cover payments

• Business Rates letter confirming longevity of the business

• Home address utility bill

• Driving licence (to confirm home address)

Each case is assessed on its own merit; supplying documents does not guarantee approval, but without them an appeal cannot be made.

📈 Performance-Linked Proof Requirement

If your supplier success rate falls below the acceptable threshold (currently 85 % overall or 15 % failure cap per supplier, as defined in Broker Performance Management & Intervention Plan 2026), additional proof will be required before we can re-submit any objected contract.

This ensures that repeat failures and speculative resubmissions do not damage supplier relationships or live rate statistics.

Required proof (for objection clearing):

• Written confirmation from the losing supplier confirming balance cleared and customer free to leave

• Dated correspondence on supplier letterhead

• Email or PDF statement showing zero balance

Not accepted:

• Screenshots of calls

• WhatsApp messages

• Verbal confirmations

Brokers above the 15 % failure threshold will not have further submissions processed without valid documentary proof of objection clearance.

🤦‍♂️ Why Did Supplier Object?

If the current supplier objects (e.g. EDF, SSE, BGL etc.), please note:
Neither we nor the incoming supplier receive a detailed explanation.

The reason is known only to the current supplier, and they are not obliged to disclose it to the broker or the new supplier.

Objections are typically due to debt, active COT, or mismatched meter data.

In short: if the current supplier objects, we will not know why, and there is nothing useful to be gained by asking.

If this happens, the contract will show an error such as:

Status Message: EDF Status: Annulment... Possible metering issue...

⚠️ This sale will auto-track on your Daily Error Report until resolved.

This means the issue lies with the current supplier. Once the underlying problem is fixed (COT processed, balance cleared, data corrected), the system will retry automatically or allow re-submission as per supplier rules.

No need to raise a ticket or email asking why — that information simply doesn’t exist.

🚫 What NOT to do

Please don’t:

❌ Ask us to reapply when the supplier auto-retries (EDF/SP).
❌ Keep resubmitting without fixing the reason (debt/DD).
❌ Ignore the daily error report — it tells you exactly what’s happening.
❌ Waste attempts — these are capped and once used, they’re gone.
❌ Assume “more tickets = faster resolution”. It doesn’t.

😩 “But my customer is annoyed and wants it sorted now”

We get it. But the reality is simple: until the objection reason is fixed, nothing moves.
If you or your customer don’t like this, the solution is easy:

✅ Sell them a different supplier. (We genuinely don’t mind.)

⚠️ Remember statistics and live rates are monitored; don’t hammer yours resubmitting the same dud sale repeatedly.

📌 Summary