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About the energy supply process

About energy suppliers

Having a problem with your energy supplier?  Want to find out if you’re eligible for a Winter Fuel Allowance or whether you will be breaking an existing contract by switching energy supplier?

This page answers the most common questions regarding energy suppliers.

•    What happens if I have a complaint against my supplier?

•    What is Consumer Focus?

•    What is Ofgem?

•    Can I get gas and electricity from the same supplier?

•    Will I be breaking a contract by switching?

•    Are the suppliers you list reliable?

•    Where can I find out more about energy companies?

What happens if I have a complaint against my supplier?

If you have a complaint with any gas or electricity supplier you should first contact them and make a formal complaint.
If they do not solve the problem, contact Consumer Direct - their number is  08454 04 05 06.

What is Consumer Focus?

Consumer Focus is a government body representing the interests of energy consumers in the UK, offering free help and advice to consumers.

If you have a query or an unresolved complaint with an energy supplier contact them on 020 7799 7900.

Their website at www.consumerfocus.org.uk is a great place to find the answer to any questions you may have which have not been addressed here. Consumer Focus can be contacted in writing at:
Consumer Focus, 4th Floor, Artillery House, London, SW1P 1RT

What is Ofgem?

Ofgem stands for the Office of Gas and Electricity Markets. Ofgem was established as an independent regulator of the gas and electricity industries and was set up by the government to protect the interests of all gas and electricity customers. 

Ofgem may be contacted on 020 7901 7000, or by post at:
Ofgem, 9 Millbank, London SW1P 3GE.

Alternatively, visit their website at www.ofgem.gov.uk.

Can I get gas and electricity from the same supplier?

Many suppliers offer a choice of fuel packages, including paying one bill for your combined gas and electricity usage.  This is known as dual fuel supply and is often cheaper than having separate supplies. Many dual fuel tariffs offer discounts and switching to one will mean you only have to contact one company if you have any problems or queries.

Will I be breaking a contract by switching?

Not normally.  Most gas and electricity companies operate on a 28-day rolling contract, so you are free to change supplier after a month.

However, if you are signed up to a fixed rate or capped tariff you may have to pay a cancellation fee, which will depend on the terms of your contract.  Despite this, you may still save money by changing supplier.

Are the suppliers you list reliable?

Yes.  As a pioneer of switching and one of the longest standing signatories to the Ofgem code, energyhelpline.com is a leading contributor to increased transparency across the industry.

We will only work with energy suppliers who adhere to the same policy and are committed to a higher degree of accuracy and greater consumer confidence.

As a result, you can be sure that all the suppliers we include comply with current legal requirements.

Supplier service ratings

We have calculated our service ratings to provide you with a guide to the level of service that a supplier provides. The service ratings are represented by stars:

1 Star - Poor
2 Stars - Below Average
3 Stars - Average
4 Stars - Good
5 Stars - Very Good

These ratings have been calculated from complaint levels received by Consumer Focus, plus the suppliers' call centre opening hours, availability of Internet services and other special offers. Deductions are made for recent fines from energy regulator Ofgem.

Where can I find out more about energy companies?

By clicking on the company logo of any energy supplier listed in the results table, you will see more information about them, including their customer service ratings, tariff features and payment details.

Click here to compare energy to return to the Help & Info homepage.

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