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Too many loyal energy customers being “ripped off”, says Citizens Advice

11 January 2018

Responding to Energy UK’s figures that 5.5m people switched energy supplier in 2017, Gillian Guy, chief executive of Citizens Advice said:

“It’s heartening that more people are engaging with the energy market, but too many loyal customers still are being ripped off simply because they don’t switch.

“Our research shows that it is often pensioners and people on low incomes who are least likely to switch. This means that it’s the consumers who can least afford it who end up stuck on expensive default tariffs.”

“The energy market needs to work for all customers, so it’s good news that the government is looking at legislation to cap energy bills. In the meantime, energy companies should reward loyal customers by making every effort to move them off poor value default tariffs and onto cheaper deals.”

Notes to editors

  1. Energy customers can compare suppliers using the Citizens Advice Comparison Tool
  2. The Citizens Advice service comprises a network of local Citizens Advice, 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.
  3. 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.
  4. To get advice online or find your local Citizens Advice in England and Wales, visit
  5. 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.
  6. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  7. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.