{
  "url": "https://openlegislation.uk/gas-and-electricity-consumer-complaints-handling-standards-regulations-2008/regulation-10",
  "json_url": "https://openlegislation.uk/gas-and-electricity-consumer-complaints-handling-standards-regulations-2008/regulation-10.json",
  "legislation": "uksi/2008/1898",
  "legislation_title": "The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008",
  "legislation_url": "https://openlegislation.uk/gas-and-electricity-consumer-complaints-handling-standards-regulations-2008",
  "path": "regulation/10",
  "kind": "regulation",
  "number": "10",
  "heading": "Information to be provided to consumers",
  "text": "(1) Each regulated provider must ensure that its complaints handling procedure appears at a clear and prominent location on its website.\n(2) Where a consumer complaint has not become a resolved complaint by the end of the first working day after the day the consumer complaint was first received by a regulated provider, the regulated provider must as soon as reasonably practicable (unless it has already done so in respect of the relevant consumer complaint):\n(a) direct the complainant to the complaints handling procedure on its website; and\n(b) offer to provide a copy of the complaints handling procedure to the complainant free of charge.\n(3) Each regulated provider who holds a licence under section 7A(1) of the Gas Act 1986 or section 6(1)(d) of the Electricity Act 1989 or both must, at least once in every twelve-month period, inform all of its domestic consumers (or arrange for all of its domestic consumers to be informed) of the existence of its complaints handling procedure and how a relevant consumer may obtain a copy of it.\n(4) A regulated provider must provide a copy of its complaints handling procedure, free of charge, to any person who requests a copy.",
  "extent": "E+W+S",
  "status": null,
  "version": "current",
  "annotations": [
    {
      "type": "F",
      "label": "F1",
      "text": "Words in reg. 10(3) inserted (14.4.2017) by The Gas and Electricity (Consumer Complaints Handling Standards) (Amendment) Regulations 2017 (S.I. 2017/428), regs. 1, 2"
    }
  ],
  "outstanding_effects": [],
  "provenance": {
    "source": "legislation.gov.uk",
    "source_url": "https://www.legislation.gov.uk/uksi/2008/1898/regulation/10",
    "retrieved_at": "2026-10-29T03:27:18.097398+00:00"
  },
  "licence": "Open Government Licence v3.0",
  "licence_url": "https://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/",
  "attribution": "Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives."
}