Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008

Page type: primary-anchored (mirrors The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008, SI 2008/1898)

Last updated: 2026-04-05

Source file: ~/knowledge/sources/legislation/uk/si-2008-1898-consumer-complaints.md

What this instrument does

The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 (SI 2008/1898) set minimum standards for how gas and electricity companies handle consumer complaints. They cover the design of complaints procedures, recording and tracking, signposting to the Energy Ombudsman, resourcing, and additional protections for vulnerable consumers.

Made by Ofgem (the Gas and Electricity Markets Authority) with Secretary of State consent, under the Consumers, Estate Agents and Redress Act 2007 (ss.43, 44, 46). In force from 1 October 2008. Applies to Great Britain only.

These Regulations sit within a three-part consumer protection structure: these Regulations set the complaints handling floor, the Redress Scheme Order 2008 requires providers to join the Energy Ombudsman, and supply licence conditions may impose further requirements.

Obligations on regulated providers

Complaints procedure (Reg 3): must be accessible, accept oral and written complaints, use plain language, and define investigation steps with timescales.

Recording (Regs 4-5): complaints must be recorded electronically on receipt, with contact details, a summary, and advice given. Progress must be tracked through to resolution.

Signposting to redress (Reg 6): when a complaint cannot be resolved or a specified timeframe expires, the provider must give written notice of the consumer's right to use the redress scheme (the Energy Ombudsman).

Resources (Reg 7): providers must allocate sufficient resources for efficient, timely complaint handling.

Vulnerable consumers (Reg 8): additional steps are required when dealing with vulnerable consumers or disconnection-related complaints.

Transparency (Regs 10-11): complaints procedures must be prominently displayed on websites. Supply licenseholders must publish annual reports on complaint volumes, providing data that feeds into Ofgem's supplier performance monitoring.

Who is covered

"Regulated providers" means gas and electricity licenseholders. "Relevant consumers" includes domestic consumers and micro business consumers, extending protection beyond households.

Cross-references

Character positions

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