Claiming compensation if you were moved to prepayment without permission

If your energy supplier moved you to prepayment between 1 January 2022 and 31 January 2023, you might be able to get compensation. 

This was announced by the energy regulator Ofgem on 28 May 2025.

You might get compensation if your energy supplier didn’t have your permission to:

• install a prepayment meter in your home 

• switch you over to prepayment remotely 

If you're eligible for compensation, your energy supplier will contact you.

If you were moved to prepayment at a different time

You will not automatically get compensation but you can still complain to your supplier. Check how to complain to your energy supplier.

Check how to get compensation

Your energy supplier should send you a letter telling you if you’ll get compensation. Each supplier will send out these letters at different times. We’ll update this page with more information when we can. 

If you're not sure if the letter is from your supplier, you should contact them. You can find your supplier's contact details on their website.

Beware of scams

Some scammers are pretending to be from energy companies or government departments to get your personal information.

If you think something might be a scam: 

• don’t give out any personal information or bank details

• don’t use any contact details from the possible scam

You can check if something is a scam.

Check how much compensation you’ll get

The amount of compensation you might get depends on what your supplier did. 

The following examples show what you might get if your supplier didn’t follow the rules. There might be other situations where you can get compensation. We'll update this page when we know more.

If your supplier didn’t follow the correct process for moving you to prepayment

You might get compensation - it depends on your energy supplier’s decision. If they decide to give you money, it will be £40 to £60.

Your supplier must follow the correct process for moving you to prepayment. The rules are set by Ofgem. Check the most recent rules for when you can refuse to be moved to prepayment. The rules might have changed since you were moved to prepayment, but it’s worth checking them.

If your supplier didn’t give you enough support with debt

Your supplier should give you £250 if they didn't give you enough support with debt. For example, they should have given you advice about how to make your home more energy efficient. This would have helped you spend less money on your energy bills.

If your supplier treated you unfairly

Your supplier should give you £250 if they treated you unfairly. For example, it might be unfair if they didn’t:

• take into account how much you could afford to pay in a payment plan

• explain how to top up your prepayment meter after they installed it

If your supplier didn’t consider whether you were ‘vulnerable’

Your supplier should give you £500 if you’re considered vulnerable and your supplier didn’t properly assess the risk of switching you to prepayment.

You might be considered vulnerable if:

• you're disabled or have a long-term health condition - this includes hearing, sight and mental health conditions

• you need your home to be warm for medical reasons

• you live with young children aged 5 or under 

• you’re over 75 years old and live alone

• no-one in your household can safely get to, work or top up your prepayment meter

You might also be considered vulnerable for other reasons - for example, if you're pregnant or recently bereaved. Check the most recent rules for when you might be considered vulnerable.

If your supplier inappropriately installed, switched or made you use a prepayment meter 

Your supplier should give you £1000 if they put you at risk of serious harm, or if they were unprofessional when they installed the meter.