Consumer Rights

Complaints

If you would like to make a complaint against your energy supplier, you should send this directly to them. You can speak to Citizens Advice who can assist you with this.

If your complaint reaches 8 weeks old or your supplier exhausts all options to resolve your complaint, you can speak to the Energy Ombudsman. Your supplier should supply you with information on how to do this if they cannot resolve the issue themselves. The Energy Ombudsman have the authority to make your supplier correct the problem, apologise and/or pay compensation depending on the situation.

Supplier Guaranteed Standards
The standards your energy supplier must abide by.

• If your supplier fails to attend a home meeting or if they cancel/rearrange with less than one working days' notice, you are entitled to £30 in compensation.
• If you report a faulty credit meter to your supplier, they must investigate within five working days. If it is found to be faulty, they must arrange to fix this within a timescale that suits you. If they fail to do so, you are entitled to £30 in compensation.
• If your prepayment meter has a fault, your supplier must send someone to repair this within three hours on a working day and four hours on a non-working day. If they fail to do so, you are entitled to £30 in compensation.
• If your switch to a new energy supplier takes longer than 15 working days, you are entitled to £30 in compensation.
• If you have been switched to a new supplier in error, both suppliers must investigate this within 20 working days. You are entitled to £30 in compensation if you have been wrongly switched, and £30 in compensation if the switch back isn't made within 21 working days.
• If you are in credit with your old supplier and a final bill has been agreed, you must be refunded within ten working days or you are entitled to £30 in compensation.

Network Operator Standards
The standards your network operator must abide by.

• If your network operator plans to cut off your electricity supply, you must be given two days' notice. If you are not given this notice, or are cut off at a different time than stated, you are entitled to £30 in compensation.
• If your network operator plans to cut off your gas supply to do work, you must be given seven days' notice. If you are not given this notice, you are entitled to £40 in compensation.
• If you experience an unplanned gas cut, you may be entitled to £60 in compensation after the first 14 hours, and another £60 for each following 24-hour period. There are some exceptions to this, so speak to your network operator for details.

For more information regarding your energy consumer rights, contact YES Energy Solutions.

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