The advice sheets below have the lastest information on problems with services. If you need more advice, please call the Citizens Advice consumer helpline on 03454 04 05 06.
In the guide
This guidance is for England, Scotland & Wales
You could save money by switching tariffs or energy suppliers but comparing suppliers and choosing the right deal can be confusing.
Energy suppliers can offer you up to four core tariffs for gas and four core tariffs for electricity (a tariff means the rate you pay for gas and electricity). Check which tariff suits your circumstances then compare tariffs between suppliers. Find out which services the energy supplier provides and which discounts may be available to you.
You have rights and remedies under the Consumer Rights Act 2015 as the energy supplier is providing you with a service.
Energy suppliers must comply with the Consumer Contracts (information, Cancellation and Additional Charges) Regulations 2013 when they contract to provide you with energy off-premises (such as in your home) or at a distance and without face to face contact (such as online). You have the right to cancel most off-premises and distance contracts and the cancellation period is 14 days.
When an energy supplier agrees to supply you with gas and/or electricity you are both making a legally binding contract that is covered by the Consumer Rights Act 2015. This law sets out what you are entitled to expect from every contract that involves the supply of a service, such as the supply of gas and electricity. The 'Supply of services - your consumer rights' guide gives more information.
If you enter a contract because an energy supplier misled you or because he used an aggressive commercial practice, the Consumer Protection from Unfair Trading Regulations 2008 give you rights to redress: the right to unwind the contract, the right to a discount and the right to damages. See the guide 'Misleading & aggressive practices - your right to redress' for more information.
The price charged for gas and electricity varies between energy suppliers. They can offer up to four core gas and four core electricity tariffs and contracts that give you a choice over how you manage and pay for your gas and electricity. To make it easier to understand your bill, there is only one charging structure made up of a standing charge and the unit prices of the gas and electricity. You should obtain as much information as you can on the different energy suppliers and their products before switching. Be aware that if one energy supplier cuts / increases its prices the others may follow. Wait until prices stabilise before going ahead.
It is important that you calculate how much energy you are currently using and how much you pay for it. This will ensure that any comparisons you make between tariffs, services and contracts are accurate. The method you use to pay for your gas and electricity (as in direct debit, prepayment or other payment method) will also be a financial consideration. You can check your online statement, your annual statement (if you still receive a paper copy) or ask your current supplier to help you work it out. You can then use this information to compare suppliers or to see if your current supplier can offer a cheaper deal.
There are price comparison websites that will help you find a better deal. Consider using price comparison websites that are signed up to the Ofgem Confidence Code. This code of practice, which is managed by Ofgem (the UK gas and electricity regulator), sets out the rules that member price comparison websites must abide by; they must be independent, impartial and the information must be accurate. For more information visit the Ofgem website
You can also receive advice and information on switching your supplier from the Citizens Advice consumer service.
Tariffs offered by energy suppliers take account of the type of meter you have (standard or prepayment) and may include:
Your energy supplier can also offer a discount for having a dual fuel account (you get your gas and electricity from the same supplier) or managing your account online.
It is an important element of a contract that the energy supplier must give you specific pre-contact information as set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The 'Buying from business premises - on-premises contracts explained', 'Buying by internet, phone & mail order - distance contracts explained' and 'Buying at home - off-premises contracts explained' guides explain what these pre-contract requirements are. If an energy supplier does not provide the required information, you can make a claim to have your costs (if you have any) reimbursed. Ask your prospective new supplier to go through the main points of the contract before you sign.
The transfer process, which is organised by your new supplier, should take about 17 days but can take up to three weeks after your cancellation period has ended. You should inform your current supplier that you intend to switch. Your new supplier will contact you for your meter readings. Always keep your own record of these readings. Your current supplier has the right to object to a transfer (if you are in debt with them, for example). Ask about arrangements for paying off outstanding debts.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013 give you a right to cancel most contracts. If you agree a contract 'off-premises' (such as on your doorstep, at home or at your place of work) or at a 'distance' and without face-to-face contact with the supplier (such as via the internet or by phone or email) you may have a 14 day cancellation period. The 'Buying at home - off-premises contracts explained' and 'Buying by internet, phone & mail order - distance contracts explained' guides give more information.
The process of switching suppliers does not always run smoothly. Watch out for an overlap where your old supplier continues to charge you when a new supplier has taken over your supply. If this happens, try to resolve it directly with the supplier that has incorrectly charged you. Provide details of the new supplier's contract and start date and ensure it has your final meter readings, as agreed with the new supplier.
See the 'What can I do if I have a complaint?' section of this guide for details of who you can complain to.
All energy suppliers are required to meet standards set by Ofgem that deal with how gas and electricity is sold to you.
The energy supplier or their representative may fail to meet their obligations - you may have been subjected to high pressure selling, been misled over features of a particular service, given false information on potential savings, had your contract falsified or progressed without your consent. You may only become aware of this when you receive a 'welcome' letter or copy contract from a new supplier. You have the right to complain. The 'What can I do if I have a complaint?' section of this guide gives details of who you can complain to.
The Consumer Protection from Unfair Trading Regulations 2008 prohibit commercial practices that are unfair to consumers. If an energy supplier misleads you or engages in an aggressive commercial practice and you make a decision to make a contract that you would not otherwise have done, the supplier may be in breach of the Regulations.
Some suppliers have moved away from cold-call doorstep selling as a method of persuading consumers to switch, as they recognise that consumers do not like being pressured on the doorstep.
If you have been transferred by mistake or without your consent, you can switch back. Ofgem has introduced the Erroneous Transfer Customer Charter. It recommends best practice for suppliers, including writing to a consumer to verify that they do want to switch before going ahead. In the event of an erroneous transfer, you can contact either the old supplier or the new one to complain. Within five working days you should be given clear information on the steps that will be taken to resolve the matter and, if you request it, details of compensation arrangements. Within 20 working days you should be informed that you are being returned to your old supplier.
In the first instance contact your energy supplier to give them the opportunity to resolve your complaint. Check your bill or visit the energy supplier's website for details on where to direct your complaint.
You can contact Ombudsman Services: Energy. This organisation is approved by Ofgem to deal with consumer complaints about energy bills, misselling, problems with energy supply and problems with switching supplier. The service is independent and free for consumers.
If you have been misled or the energy supplier has behaved aggressively, report your complaint to the Citizens Advice consumer service.
Last reviewed/updated: August 2016
This information is intended for guidance; only the courts can give an authoritative interpretation of the law.
The guide's 'Key legislation' links may only show the original version of the legislation, although some amending legislation is linked to separately where it is directly related to the content of a guide. Information on amendments to UK legislation can be found on each link's 'More Resources' tab; amendments to EU legislation are usually incorporated into the text.
For further information please contact the Citizens Advice consumer service, which provides free, confidential and impartial advice on consumer issues. Visit the Citizens Advice website or call the Citizens Advice consumer helpline on 03454 040506.