What Are My Rights as an Energy Consumer
What are my rights as an energy consumer?
As an energy consumer, you have a wide range of consumer rights, designed to ensure that your energy bills are manageable and that you are able to raise complaints in a timely manner, either through your energy company or via the energy ombudsman. Whether you have concerns about an energy bill, the functionality of your energy supply, paying too much via direct debit or want to learn about your consumer protection rights, read on and we’ll explain what your rights are as an energy consumer.
Do energy companies have a duty of care?
In short, yes. All energy companies must provide minimum levels of service to all of their customers with consumer contracts and are bound to do so by law. As the regulator, Ofgem oversees how energy companies perform on a wider scale, producing reports which can then show potential customers how each of the companies stack up when it comes to complaints surrounding energy bills, tariffs, direct debit and other key issues.
Consumers also have rights under the Consumer Rights Act 2015, which outlines that all services should be delivered to a satisfactory standard and done so fairly and transparently. It means that energy companies need to be up front about any pending changes to their tariffs, whether you’re on a smart meter or prepayment meter, inform you about any changes to yourt service and be clear about any potential disruptions to your energy supply.
What are my refund rights as an energy consumer?
Refund rights for energy consumers have become a major concern in recent years, as fluctuating bills due to the energy price crisis mean that consumers have become increasingly aware of what they are owed and when they are owed it. Refund rights vary depending on which issue you have.
Billing or payment issues
When paying by direct debit, energy suppliers allow you to accrue credit during the warmer months, when you use less energy, using this credit to cover higher bills in winter when you use more. However, just because you have credit with your supplier does not mean they have to keep your money. In fact, you are entitled to a refund within 10 days from your supplier if you have credit available, according to Ofgem, unless your energy supplier has reasonable grounds to keep the funds.
Meter problems
Your energy supplier is under legal obligation to ensure that your smart meter, prepayment meter or standard meter are working correctly. For faulty meters, suppliers may ask you to give daily meter readings for seven days to ensure the meter is reading. If not, you can request an independent assessment. Suppliers must investigate, take action and write to you explaining any issues within five days, or pay you £40. If you have a faulty meter, you are also entitled to a refund if you have been paying too much for your energy bills. Citizens Advice clearly outlines how consumers should approach energy suppliers in this instance.
Power cuts and loss of service
You may be entitled to compensation if you have had a power cut, although this money will come from your electricity or gas network operator, not your energy supplier. The latter is the company to whom you pay your bills. Compensation depends on the length of an unplanned power cut and whether your operator has failed to give the correct, two day notice for a planned power outage.
Switching supplier issues
When you switch energy suppliers, you are covered by the Energy Switch Guarantee. This means that everything should be done within five working days, you are entitled to a 14 day cooling off period and that your new supplier will handle all correspondence with your old supplier. If this process is not completed within the five working day timeframe you are entitled to £40 compensation. You can receive further refunds if there are issues which go on beyond 10 working days, as per Ofgem rules.
Can you complain to Ofgem about your energy supplier?
No, Ofgem is the regulator. However, you can complain about your energy supplier to the Energy Ombudsman, an independent consumer protection body which is designed to look after your consumer rights.
Contacting the Energy Ombudsman is, though, a last resort. If you have any issues with your energy supplier, then it is best to speak with them directly. If you have a major issue, it may be best to do this in writing rather than speaking with customer services over the phone.
If this fails, then the Citizens Advice consumer service for energy problems is your next port of call, with professional help to get your complaint resolved. They may then suggest you contact the Energy Ombudsman, which will be able to assess your complaint and decide whether you are owed a refund or compensation.
What can I do if my supplier raises its energy prices?
All energy companies must give you reasonable notice of any energy price changes or changes to your tariff. This varies depending on your energy supplier, and can range from three to 10 days. You can complain if you feel you have not had reasonable notice.
If you are on a flexible tariff, then prices can vary depending on wholesale costs, the electricity markets, the energy price cap and even inflation. However, if you are on a fixed price tariff, the price of energy per unit you pay will stay the same, unless the government changes the VAT rate.
If you are not on a fixed energy tariff, then search for a new deal now on MoneySuperMarket and see what you can save.
What can I do if I can’t afford my energy bills?
The most important thing to do if you can’t afford your energy bills is to be honest. Speak to your energy company as soon as possible, as they may be able to help set out an energy repayment plan which lowers the cost of your monthly energy bills in the short term.
Under law energy providers are obligated to help, whether that’s through a dedicated payment scheme or even access to a hardship fund. You may also be eligible for a hardship fund, depending on whether you are on universal credit, pension credit or another form of government benefit. Speak with your supplier now for help.
What other help is available?
The government website has a good list of all of the help that is available if you cannot afford your energy bills. You can make use of the Warm Home Discount Scheme, which opens again in October 2025, speak with Citizens Advice to understand whether you might be able to get onto a social tariff and even get help with energy efficiency. Schemes such as the Energy Company Obligation, Great British Insulation Scheme and Warm Homes: Local Grant can make your home more energy efficient (such as adding insulation, and making use of renewable energy), with energy companies and government covering the cost.
