Guides › Energy and Water Bills › Missed Energy Appointment: £40 Compensation
Missed Energy Appointment: £40 Compensation
Consumer Protection UK is independent and is not connected to any energy supplier. Energy suppliers' guaranteed standards pages say they pay £40 if they miss an appointment, for example to fit or fix a meter. Octopus, OVO, E.ON Next and EDF all say this. The payment is due within 10 working days, with a further £40 if it is late, and is usually credited to your energy account.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
What Suppliers Say
Octopus Energy
Octopus Energy says it pays £40 if an appointment is late, missed or a promise is broken, within 10 working days, with a further £40 if that payment is missed. source
OVO Energy
OVO Energy says it pays £40 for missed meter appointments, and that reschedules need at least 1 working day's notice. source
E.ON Next
E.ON Next says a missed appointment triggers a £40 payment unless an exception applies, paid within 10 working days, with a second £40 if late. You should give at least 24 hours' notice to rearrange. source
EDF
EDF's guide says it pays £40 if an appointment is missed, or cancelled with less than one working day's notice. source
If It Is Not Paid
The Energy Ombudsman
If your energy complaint is not resolved within 8 weeks, or you get a deadlock letter, you can take it to the Energy Ombudsman. It is free and impartial. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksEnergy complaint to the Energy OmbudsmanAfter 8 weeks with no resolution, or on receiving a deadlock letter
Steps to Take
Step 1 of 4
Note the date and time slot of the missed appointment.
Step 2 of 4
Check your energy account for a £40 credit within 10 working days.
Step 3 of 4
If it has not arrived, contact your supplier and ask for the £40, plus a further £40 if it is late. Our free letter templates can write it for you.
Step 4 of 4
If it still refuses, complain formally, then go to the Energy Ombudsman after 8 weeks or a deadlock letter.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Energy Supplier's Complaints Team
Always start here, in writing.
Energy Ombudsman
After 8 weeks with no resolution, or when you get a deadlock letter.
Good to Know
Small things that make your complaint stronger.
Suppliers say payments may not apply in some cases, such as severe weather or no access to your home.
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: 12 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
- octopus.energy/policies/guaranteed-standards-performance Checked 12 October 2026
- ovoenergy.com/help/guaranteed-standard-of-performance-gsop Checked 12 October 2026
- eonnext.com/policies/standards-of-service Checked 12 October 2026
- edfenergy.com/sites/default/files/2024-04/R863%20Guide%20to%20Service%20Standards%20AW9_V2_1.pdf Checked 12 October 2026
- energyombudsman.org/advice-for-consumers/what-is-back-billing Checked 12 October 2026