The UK energy market is uncompetitive and continues to be dominated by the Big Six utility companies. These firms have consistently failed to reduce retail prices in line with falls in the wholesale energy price, overcharged existing customers, and use complex pricing schemes that make comparison difficult.

This erodes trust, creating a vicious cycle, where customers become disengaged, further reducing competitive pressures, which then leads to more opacity, higher prices, and, inevitably, greater customer dissatisfaction.