Regulatory expectations on supporting customers in payment difficulty

Correspondence and other

This letter sets out our key regulatory expectations on suppliers when supporting customers in payment difficulty.

In the context of a very difficult winter because of the rise in energy prices and wider cost of living, we expect suppliers to fully meet their regulatory obligations covering all aspects of consumer vulnerability. We draw specific attention to areas in the consumer journey where suppliers need to focus on.

We will take further action, including compliance or enforcement, if we see suppliers falling short of the expectations we set out in this letter.