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New automatic payments for delays in switching “should give people more confidence to shop around”, says Citizens Advice

12 Chwefror 2020

Citizens Advice, in its role as the official consumer watchdog for energy, has responded to Ofgem’s announcement of new automatic compensation for customers who have problems switching their energy supplier.

Dame Gillian Guy, Chief Executive of Citizens Advice, said:

“These new protections should give more people the confidence to shop around and find the best deals. 

“Households can still save hundreds of pounds by switching and shouldn’t be put through the hassle and stress of having to claim compensation when energy suppliers make mistakes.”

Background: 

Citizens Advice published its Automation for the Nation report, calling for automatic compensation for essential service failures (including energy switching) in December 2018.

Notes to editors

  1. Citizens Advice includes the national charity; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.
  2. Citizens Advice is the statutory consumer advocate for energy and post. We provide supplier performance information to consumers and policy analysis to decision makers.
  3. The Citizens Advice Witness Service provides free, independent support for prosecution and defence witnesses in every criminal court in England and Wales.
  4. Citizens Advice offers Pension Wise services at 500 locations in England and Wales.
  5. Citizens Advice’s services are free, independent, confidential and impartial, and available to all regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  6. To get advice online or find your local Citizens Advice, visit citizensadvice.org.uk
  7. For consumer advice, call the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 to talk in Welsh.
  8. We helped 2.6 million people face to face, by phone, email and webchat in 2017-18. For service statistics see our monthly publication Advice trends.
  9. Citizens Advice staff are supported by over 23,000 trained volunteers, working at over 2,500 locations in England and Wales.