Three key findings from Citizens Advice's report 'Back from the Brink'

In its latest report on the energy market, Citizens Advice has found:

  • The bill for supplier failures, including the administration costs for Bulb, stands at £4.6bn, potentially adding up to £164 to customer bills

  • Some customers whose supplier failed faced months of misery in the transition to a new provider - missing out on credit refunds and struggling to fix inaccurate bills

  • Customers of failed suppliers are at risk of aggressive debt collection tactics from administrators because they’re not bound by the same rules 

Dame Clare Moriarty, Chief Executive of Citizens Advice, said:

“More than half a year since the energy market went into freefall, the bill for supplier failures is still mounting. 

“On top of this, we’ve found that too often people are pushed from pillar to post when their supplier fails - adding to their stress and worry at an already difficult time.

“An overhaul is needed before winter piles more pressure on suppliers and customers. The government must improve the supplier failure process and ensure people who’re struggling aren’t chased for debts or left in limbo when they’re waiting for a refund.”

Notes to editors

  1. Further details can be found in the accompanying report ‘ Back from the brink? ’

  2. 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.

  3. Citizens Advice is the statutory consumer advocate for energy and post. We provide supplier performance information to consumers and policy analysis to decision makers.

  4. The Citizens Advice Witness Service provides free, independent support for prosecution and defence witnesses in every criminal court in England and Wales.

  5. Citizens Advice offers Pension Wise services at 500 locations in England and Wales.

  6. 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.

  7. To get advice online or find your local Citizens Advice, visit citizensadvice.org.uk

  8. For consumer advice, call the Citizens Advice consumer service on 0808 223 1133 or 0808 223 1144 to talk in Welsh.

  9. 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.

  10. Citizens Advice staff are supported by over 23,000 trained volunteers, working at over 2,500 locations in England and Wales.