Claiming compensation for energy service failures

Guaranteed Standards of Performance (GSOP) payments are a vital protection for UK energy customers. They ensure you receive compensation when your energy supplier or network operator falls short of service standards. These payments are not a goodwill gesture but a regulatory requirement set by Ofgem, designed to compensate you for inconvenience and encourage providers to improve their service. Understanding your rights and how to claim these payments puts you in control, turning potential frustration into an opportunity for fair treatment.

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What are Guaranteed standards of Performance (GSOP)?

GSOP are a set of service standards that all UK energy suppliers and network operators must adhere to, established by the energy regulator, Ofgem. If a provider fails to meet these specific standards, they are required to pay compensation to the affected customer. These payments serve as a way to compensate customers for service failures and incentivise providers to maintain high service quality.

Ofgem's role in setting and enforcing standards

Ofgem, the Gas and Electricity Markets Authority, is the UK's energy regulator. It mandates the Guaranteed Standards of Performance to protect consumers and ensure a minimum level of service quality across the energy industry. Ofgem sets the specific conditions under which compensation is due, the fixed amounts payable, and the timeframes within which these payments must be made. This regulatory framework applies to both energy suppliers and the companies that operate the electricity networks.

Why GSOP matters for consumer protection and service quality

GSOP are crucial for consumer protection because they provide a clear, enforceable mechanism for redress when things go wrong. Without these standards, customers might struggle to get fair compensation for service failures, and providers would have less incentive to invest in reliable service. By fixing compensation amounts and payment deadlines, Ofgem ensures transparency and empowers customers to claim what they are owed.

Common service failures and compensation amounts

GSOP cover a range of specific service failures, each with a set compensation amount. These figures are determined by Ofgem and are not discretionary.

Missed appointments by energy suppliers

If an energy supplier misses an appointment with a domestic customer, they must pay £40 compensation. This applies to appointments for meter installations, maintenance, or other scheduled visits where the supplier fails to attend or gives less than one working day's notice of cancellation. Suppliers should offer appointments within a reasonable timeframe and within a four-hour window, or a two-hour window if requested.

Erroneous transfers (being switched to the wrong supplier)

Being switched to the wrong energy supplier, known as an erroneous transfer, can be a frustrating experience. If you are erroneously transferred, you are entitled to £40 compensation. This payment is typically made automatically by the new supplier within 10 working days of agreeing that a mistake was made. Further £40 payments can be due if the supplier takes more than 20 working days to reply after being informed of the mistake, or if both old and new suppliers take more than 20 working days to agree on the switch's correctness.

Power cuts and supply interruptions from network operators

Compensation for power cuts is handled by your electricity network operator, not your energy supplier. For domestic customers, if your power is off for more than 12 hours due to a single fault affecting fewer than 5,000 premises, you could receive £95 in compensation. If more than 5,000 premises are affected, compensation is due if the power is off for more than 24 hours, also at £95. You may also receive an additional £45 for each further 12-hour period without electricity, up to a maximum of £390.

Faulty meters and billing errors

Issues with faulty meters or significant billing errors can also trigger GSOP payments. For smart meters, new standards introduced in February 2026 require energy suppliers to pay £40 automatically if they miss an installation appointment, fail to investigate a faulty meter, or do not provide a resolution plan within five working days. The specific compensation amounts and conditions for other failures are set by Ofgem and can vary depending on the nature and impact of the problem.

Delays in switching or final bills

Delays in switching energy suppliers or receiving final bills can also lead to compensation under GSOP. If your energy supply is not switched within 5 working days, your new supplier must pay you £40. If an erroneous transfer occurs, leading to delays in your intended switch, you are entitled to £40 compensation. Fuse Energy aims to issue final bills within 8 weeks of the contract ending. If a final bill is not issued within 6 weeks, some suppliers will pay £40 compensation.

Who is eligible for GSOP payments?

Understanding who can claim GSOP payments and within what timeframe is essential for securing your compensation.

Domestic energy customers

The majority of GSOP protections and compensation amounts are specifically designed for domestic energy customers. This includes individuals and households receiving energy supply to their homes. The aim is to protect everyday consumers from service failures that can cause significant inconvenience or financial impact.

Understanding time limits for claiming compensation

GSOP payments are often made automatically by your supplier or network operator if you are eligible. However, if you need to make a claim, it is crucial to act promptly. For planned power cuts where you were not given sufficient notice, you must claim within one month of the power cut's start date. For other issues, while there isn't a universal fixed timeframe for all claims, suppliers are generally required to pay compensation within 10 working days of the incident or of agreeing that compensation is due.

How to claim your GSOP payment

Claiming your GSOP payment involves a clear process. Following these steps can help ensure your claim is handled efficiently.

A step-by-step claiming process

1. Identify the specific service failure: Pinpoint exactly what went wrong, including the date and time of the incident (e.g., a missed appointment, the start of a power cut, or the date of an erroneous transfer).
2. Gather any available evidence: Collect any supporting documentation, such as communication logs, photos, incident reports, or emails. This evidence can strengthen your claim.
3. Contact your energy supplier or network operator: Formally make a claim for GSOP. For power cuts, contact your network operator (you can find out who this is by checking your energy bill or using the Energy Networks Association's postcode checker). For other issues like missed appointments or erroneous transfers, contact your energy supplier.
4. Keep a detailed record: Document all correspondence, including dates, times, names of people you spoke to, and a summary of discussions. This record will be invaluable if you need to escalate your complaint.
5. Follow up: If you don't hear back within a reasonable timeframe, or if the payment isn't made, follow up on your claim.

What evidence you need to support your claim

The type of evidence required will depend on the service failure. For a missed appointment, a record of the scheduled time and date, and confirmation that no one attended, would be useful. For an erroneous transfer, documentation of your intended supplier and the incorrect switch can help. For power cuts, noting the exact time the power went off and came back on is important. Any written communication with your provider about the incident is also valuable.

What to do if your initial claim is rejected

If your initial claim is rejected, ask for a clear explanation of why. Review their reasons against the GSOP rules. If you believe the rejection is unfair or incorrect, you can escalate your complaint internally with the supplier or network operator. If this internal process doesn't resolve the issue, you have the right to take your complaint to the Energy Ombudsman. You can learn more about this process in our guide on how to complain about your energy supplier.

What if your supplier or operator doesn't pay?

Energy suppliers and network operators are legally required to pay GSOP compensation within set timeframes. If they fail to do so, further action can be taken.

If an energy supplier or network operator fails to pay GSOP compensation within 10 working days of it being due, they must pay an additional £40. This acts as a further incentive for timely payment.

Escalating your complaint to the energy Ombudsman

The Energy Ombudsman provides an independent dispute resolution service for energy complaints that cannot be resolved directly with your supplier or network operator. If you have exhausted your provider's internal complaints procedure and remain unsatisfied, you can take your case to the Ombudsman. They will review your complaint impartially and can make binding decisions, including ordering compensation payments. For more details, see our article on what is the Energy Ombudsman.

Understanding the energy Ombudsman's role and process

The Energy Ombudsman is a free, independent service. They investigate complaints between consumers and energy companies. Before contacting them, you must usually have gone through your energy company's own complaints process. The Ombudsman will then assess your case, considering all evidence, and aim to reach a fair resolution. Their decisions are legally binding on the energy company, but not on you, meaning you can still pursue other avenues if you disagree with their findings.

Staying informed about your energy rights

Knowing your entitlements is your best defence against poor service and ensures you receive fair treatment.

Accessing Ofgem updates and resources

Ofgem regularly publishes updates and resources on consumer rights, including changes to GSOP. Checking the Ofgem website is a good way to stay informed about the latest regulations and your entitlements. These resources are designed to be accessible and provide clear guidance on various energy-related issues.

The importance of knowing your entitlements as an energy consumer

As an energy consumer, being aware of your rights, such as those under GSOP, empowers you to challenge unfair practices and claim compensation when due. This knowledge shifts the balance of power, ensuring you are not left out of pocket due to service failures. By staying informed, you can hold energy providers accountable and advocate for better service quality across the industry. Understanding your energy bill can also help you identify potential issues.

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