Your Energy Rights

Your supplier can only charge you for energy used in the last 12 months if the billing error was their fault. Any charges older than 12 months must be written off.

This applies when you've been undercharged due to your supplier's mistake - for example, they didn't read your meter, applied the wrong tariff, or made an administrative error. If you provided correct meter readings that were ignored, the 12-month rule still applies.

Your supplier must attempt to read your meter at least every 2 years. Estimated bills should be based on your actual consumption patterns.

If your supplier has been sending estimated bills without attempting meter readings, and those estimates significantly overcharge you, you have grounds for a complaint. You can also submit your own meter readings at any time.

If your supplier or network operator misses a scheduled appointment, they must pay you £30 automatically. This applies to each missed appointment.

The payment should be automatic - you shouldn't have to chase it. If your supplier hasn't paid, complain and reference the Guaranteed Standards. The £30 applies per appointment, so multiple missed appointments mean multiple payments.

For unplanned power cuts lasting more than 12 hours (or 24 hours in severe weather), you're entitled to £30 plus £10 for each additional 12 hours.

Network operators must restore supply within set timeframes. Priority Services Register customers may be entitled to additional support. If restoration takes longer than the guaranteed standard, compensation increases.

Your supplier must give you at least 30 days' written notice before changing your energy prices. The notice must be clear, personal, and explain your options.

If your supplier increased prices without proper notice, you may be able to exit without paying fees. Fixed-rate tariff customers have additional protections if the supplier tries to change terms mid-contract.

Your supplier must offer a prepayment meter before disconnecting your supply. Vulnerable customers (elderly, disabled, families with young children) have additional protections.

Disconnection is a last resort. Your supplier must try to agree a payment plan, offer a prepayment meter, and consider your circumstances. They cannot disconnect during winter if you're a pensioner living alone.

Your supplier must behave and carry out actions in a fair, honest, transparent, appropriate, and professional manner. This covers all interactions.

The Standards of Conduct are enforceable by Ofgem. If your supplier provides misleading information, uses aggressive sales tactics, or fails to handle complaints fairly, they're breaching SLC 0.

Your supplier must have a complaints procedure, make it easy to find, and handle complaints promptly. After 8 weeks, you can escalate to the Energy Ombudsman.

The 8-week clock starts when you first complain. If your supplier issues a deadlock letter earlier, you can escalate immediately. The Energy Ombudsman service is free for consumers, and their decisions are binding on the supplier.