Lack of trust in energy suppliers a barrier to getting the best deal

Distrust in the energy market is stopping some people getting the best deal says Citizens Advice as new research by the Smart Meter Central Delivery Body, published today, finds half of people do not trust any energy supplier.

Gillian Guy, Citizens Advice Chief Executive, said:

"There is a crisis of trust in the energy industry. Sky-high prices, a lack of transparency and mis-selling scandals have blown a hole in the public's faith in energy companies.  

“Households are struggling to cope with energy costs which have gone up seven times faster than earnings since 2010.  One in five people is falling behind with their energy bills.  A lack of trust in suppliers can act as a barrier to getting the best deal for some consumers, putting extra pressure on their finances.  

"Consumers desperately need an energy market which is fair, transparent and competitive. Years of poor treatment means the loss of trust in energy firms cannot be rebuilt overnight.  The investigation into competition in the energy industry is long overdue and must lead to fundamental reforms which increase transparency, open up the market to new providers and which put consumers first."  

“The best way to cut household energy bills is to help people use energy in smarter ways.  The roll out of smart meters needs to make sure that devices are giving householders accurate information on how and when they use the most energy, so they can easily make savings.  Given the costs of the smart meter roll out it is vital that they bring real benefits to consumers and help them save energy and save money.”

Notes to editors:

1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
3. To find your local bureau in England and Wales, visit citizensadvice.org.uk. You can also get advice online at adviceguide.org.uk
4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.