Restoring Consumer Trust in the Energy Market: How a Consumer Duty Can Drive Net Zero Progress

The UK energy market has been in disarray over the past three years, leaving consumers struggling with rising bills and poor service. Energy suppliers consistently rank low for customer service, and the cost of energy remains significantly higher than it was in 2021. Many vulnerable people, particularly those on low incomes, aren't receiving the necessary support to stay warm.

As the country pushes towards net zero, changes in the energy market present an opportunity to regain trust. These changes offer consumers more sustainable options to heat their homes and power their cars, potentially lowering costs for both consumers and the environment. However, without trust in suppliers, many will hesitate to embrace these innovations.

This is where a Consumer Duty comes in. The duty, already adopted in financial services, ensures that companies act in the best interests of consumers, preventing poor value deals and hidden costs. By holding suppliers accountable and requiring them to focus on delivering good outcomes, a Consumer Duty can protect people and improve their confidence in choosing more complex, net-zero energy solutions.

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For more help and advice on energy issues or if you're struggling with your energy bills, contact Citizens Advice today. We're here to help!