# The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008, Regulation 10: Information to be provided to consumers

Extent: E+W+S

(1) Each regulated provider must ensure that its complaints handling procedure appears at a clear and prominent location on its website.
(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):
(a) direct the complainant to the complaints handling procedure on its website; and
(b) offer to provide a copy of the complaints handling procedure to the complainant free of charge.
(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.
(4) A regulated provider must provide a copy of its complaints handling procedure, free of charge, to any person who requests a copy.

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Source: https://www.legislation.gov.uk/uksi/2008/1898/regulation/10 (the official version)
Page: https://openlegislation.uk/gas-and-electricity-consumer-complaints-handling-standards-regulations-2008/regulation-10
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.