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Ofgem automatic compensation for switching problems “means welcome pressure on suppliers”, says Citizens Advice

12 June 2018

Citizens Advice has responded to Ofgem’s announcement of automatic compensation for domestic energy customers when they encounter problems switching supplier.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Today’s announcement means welcome pressure on suppliers to get the switching process right. People can save up to £300 by changing their energy provider, but are often put off by the worry that things won’t go smoothly. It’s right that suppliers pay a price if consumers face issues like late final bills or late refunds. These protections should help increase trust in this process.

“While today’s announcement is positive news for households, small businesses will not get the same protections. Small businesses suffer similar issues to households when it comes to switching supplier and Ofgem should look to extend the protections announced today.”

Citizens Advice energy price comparison tool

Citizens Advice provides an independent comparison of energy tariffs, alongside a customer service star rating, at

Notes to editors

  1. Citizens Advice has a statutory role as the consumer advocate for energy consumers across the UK.
  2. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  3. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  4. To get advice online or find your local Citizens Advice in England and Wales, visit
  5. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  6. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  7. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.
UAT (Release)