Frequently asked questions

The price cap, set by Ofgem, limits how much suppliers can charge per unit of gas and electricity — it does not cap your total bill. Use more energy, pay more. The cap is reviewed every 3 months based on wholesale prices. From April 2026 it stands at £1,641/year for a typical household. See current rates →

Most commonly caused by estimated readings — your supplier guesses your usage rather than reading the meter. Always submit an actual meter reading when you get a bill. Other causes include catching up on unbilled energy, or genuinely higher usage. A smart meter eliminates estimated bills entirely.

You’re entitled to request a refund at any time. Since June 2025, suppliers must process refund requests within 10 working days or pay automatic compensation. Log into your account or call your supplier and request the refund directly. If they delay, escalate to the Energy Ombudsman.

A fixed daily fee for being connected to the grid — you pay it whether you use energy or not. The cap sets maximums at around 61p/day electricity and 32p/day gas. Some tariffs offer zero standing charges but higher unit rates — better for very low users. Ofgem is currently reviewing whether standing charges are fair.

Switching is free and takes around 5 working days. Your new supplier handles everything — you don’t need to contact your old one first. Give a meter reading on switch day to ensure accurate final bills. You can’t be charged exit fees on a standard variable tariff; fixed-term contracts may have them — check first.

Your energy supply will not be cut off. Ofgem appoints a “Supplier of Last Resort” within days. Your credit balance is protected and must be honoured. You’ll move to a standard tariff with the new supplier, then you’re free to switch to a better deal.

It depends on available fixed rates vs the current cap. If a fix is below the cap and you expect prices to rise, fixing saves money. If caps are forecast to fall, staying variable may be better. Check our latest market analysis →

You cannot be forced to have one. Suppliers must offer smart meters but you have the right to decline. Some tariffs (particularly time-of-use deals) do require a smart meter to access — so refusing may limit your tariff choices.

About 1 in 5 UK smart meters aren’t currently transmitting. Try restarting your in-home display and checking it’s not too far from the meter. Contact your supplier to investigate — they should fix it remotely or send an engineer. Submit manual readings in the meantime to avoid estimated bills.

You can go to the Ombudsman if your complaint is unresolved after 8 weeks, or if you’ve received a deadlock letter. The service is free to use. Visit ombudsman-services.org. They can order compensation, apologies, and fixes.

Raise a formal written complaint. The supplier must acknowledge within 2 working days and aim to resolve within 8 weeks. Keep all records. If unresolved, escalate to the Energy Ombudsman. You may be entitled to compensation under the Guaranteed Standards of Performance.