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Ofgem review of supplier licensing a “step in the right direction”, says Citizens Advice

11 June 2018

Citizens Advice has responded to Ofgem’s announcement of the scope of its review into licensing of energy suppliers.

Victoria MacGregor, Director of Energy at Citizens Advice, said:

“This announcement from Ofgem is a step in the right direction. Consumers deserve much more protection from poorly performing energy suppliers.

“Ofgem needs to take back control of its licensing processes. It is too easy for energy firms to enter the market and the process for removing failing companies is too slow.

“We’ve seen some suppliers granted licences when they simply aren’t ready to provide good quality customer service. Others don’t have robust enough business plans in place to deliver on the low prices they promise consumers, or even survive in the current market.

“We will continue to work closely with Ofgem as this review is conducted to ensure that the new licensing regime better protects consumers.”

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)