Energy Guides

Consumer Focus

Article updated: Tuesday 26 May, 2009

Consumer Focus (www.consumerfocus.org.uk) went live on 1 October 2008, taking over from EnergyWatch, PostWatch and the National Consumer Council.

New legislation has made it a more powerful body than its predecessors, allowing it to investigate any consumer complaint of “wider importance”, but its first priority is helping get more people out of fuel poverty.

As well as having its own directive, any complaints made to Ofgem will now be referred to Consumer Focus to handle, and if you’re having problems with your energy provider you can complain direct to Consumer Focus yourself.

It will investigate complaints from energy consumers relating to a disconnection or a threat of disconnection and complaints made by or on behalf of vulnerable consumers, as well as working to ensure that all energy companies have a proper complaints procedure and are members of a redress scheme approved by Ofgem.