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Electric Car Charging Point Problems
Since 24 November 2023, public charge points must show prices in pence per kWh, offer contactless payment at certain chargers, keep rapid chargers 99% reliable across the network, and have a free 24/7 staffed helpline. The Office for Product Safety and Standards enforces the rules.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Public Charge Point Rules
Your Protections
The Public Charge Point Regulations 2023 came into force on 24 November 2023. They require contactless payment at certain public charge points; the full session price in pence per kWh shown clearly; average network reliability of 99% for rapid charge points; a free 24/7 staffed helpline; open data; and payment through at least one third-party roaming provider. source
Reporting
OPSS enforces the Regulations. Report suspected non-compliance by email (opss.enquiries@businessandtrade.gov.uk) or on 0121 345 1201. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 24/7Charge point helplineFree and staffed
Steps to Take
Step 1 of 5
Call the operator's free 24/7 helpline shown on the charger.
Step 2 of 5
Take photos of the charger, any error and the price shown.
Step 3 of 5
Ask the operator for a refund if you were charged wrongly. Our free letter templates can write it for you.
Step 4 of 5
If you paid by card, ask your card provider about a chargeback.
Step 5 of 5
Report breaches of the rules to OPSS.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Charge Point Operator
Helpline and complaints first.
Office for Product Safety and Standards
Reports of rule breaches.
Good to Know
Small things that make your complaint stronger.
Charging apps sometimes show different prices from contactless: check before you start.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- gov.uk/guidance/regulations-public-charge-points Checked 13 October 2026