Trading standards guidance covering consumer disputes and the gas and electricity market was updated in October 2025 to reflect the coming into force of Part 4, Chapter 1 of the Digital Markets, Competition and Consumers Act 2024, headed "Protection from unfair trading"1. The updates appear in a guide on getting evidence to prove a claim, published by Trading Standards Wales, and in a gas and electricity competition guide published by Isle of Anglesey County Council's trading standards service1.
The Digital Markets, Competition and Consumers Act 2024 prohibits commercial practices that are unfair to consumers2. A practice is unfair if it is likely to cause a consumer to take a decision about a purchase they would not otherwise have taken, through a misleading action, a misleading omission, an aggressive practice, or contravention of the requirements of professional diligence2. A practice is also unfair if it leaves important information out of an invitation to purchase, or if it is one of 32 commercial practices listed in Schedule 20 of the Act that are unfair in all circumstances2. A trader may have committed a criminal offence by engaging in an unfair commercial practice2.
The guidance states that the redress provisions of the Consumer Protection from Unfair Trading Regulations 2008, which give consumers the right to unwind the contract, the right to a discount and the right to damages, will be replaced by similar provisions in the 2024 Act, but that the Act's rights of redress provisions are not yet in force1. The gas and electricity guide describes the 2024 Act as prohibiting unfair commercial practices, and separately sets out the 2008 Regulations' rights of redress2.
"Changes made to reflect the coming into force of the Digital Markets, Competition and Consumers Act 2024 (Part 4, Chapter 1: 'Protection from unfair trading')."
On energy supply, the guidance states that a supplier's contract with a householder is covered by the Consumer Rights Act 2015, and that most off-premises and distance contracts carry a 14 day cancellation period2. A switch takes up to five working days, organised by the new supplier, which gives the date2. Ofgem requires suppliers to meet Guaranteed Standards and sets the level of compensation payable if they breach a standard2. If a complaint is not resolved in eight weeks, or a deadlock letter is received, the Energy Ombudsman can be contacted; the service is independent and free for consumers, and the Ombudsman is approved by Ofgem to deal with complaints about energy bills, mis-selling, supply problems and switching problems2.
| Item | Detail given |
|---|---|
| Cancellation period, most off-premises and distance contracts | 14 days2 |
| Switching time | Up to five working days2 |
| Complaint escalation to Energy Ombudsman | After eight weeks, or on a deadlock letter2 |
| Small claims track limit, County Court | £10,0001 |
Why it matters for households
Energy contracts are service contracts, so the rights and remedies in the Consumer Rights Act 2015 apply to them2. Where a household believes it was misled into a contract, for example by untrue claims about potential energy savings, the guidance treats that as a misleading action under the unfair trading rules2. The practical effect for a household in dispute is evidential: the guidance sets out what to keep, including the original advertisement, order confirmations, correspondence, meter readings on the date of transfer, photographs of faulty goods or poor workmanship, and screenshots of digital content problems1. For goods, a fault discovered within six months of receipt is assumed to have been present at supply, with the trader left to prove otherwise; after six months the burden switches back to the consumer1. Where a dispute continues, an independent expert report may be needed, and the guidance notes the court is likely to direct a single expert1. The guidance also notes that a supplier is not allowed to refuse a customer's business on the basis that they have special requirements, such as a prepayment meter or bill payment arrangements2.
What happens next
The guidance states that the 2024 Act's rights of redress provisions are not yet in force, and that they will replace the similar provisions in the 2008 Regulations1. No commencement date for those provisions is given in the guidance1.
Sources2 cited
- Trading Standards Wales, tradingstandards.gov.wales
- Gas and electricity competition, anglesey.gov.wales