Consumer protection in green heating and insulation sector
Source: gov.uk (2025-05-27)

The Competition and Markets Authority (CMA) looked at consumer protection in the green heating and insulation sector.

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Timetable

Response to the Microgeneration Certification Scheme’s consultation on proposed changes to its requirements for financial protection

27 May 2025: The CMA has published its response to the Microgeneration Certification Scheme’s consultation (https://www.gov.uk/government/publications/cma-response-to-the-microgeneration-certification-schemes-consultation-on-proposed-changes-to-its-requirements-for-financial-protection) on proposed changes to its requirements for financial protection.

Response to Department for Energy Security and Net Zero’s call for evidence as part of its review of Ofgem

18 March 2025: The CMA has published its response to a call for evidence from the Department for Energy Security and Net Zero (https://gov.uk/government/publications/cma-response-to-department-for-energy-security-and-net-zeros-call-for-evidence-as-part-of-its-review-of-ofgem) as part of a review of Ofgem.

Response to Northern Ireland Department for the Economy support for low carbon heating in the residential sector consultation

9 January 2025: The CMA has published its response to the Department for the Economy’s consultation on support for low carbon heating in the residential sector (https://www.gov.uk/government/publications/cma-response-to-northern-ireland-department-for-the-economy-support-for-ow-carbon-heating-in-the-residential-sector-consultation) which responds to the questions within the consultation regarding consumer protection.

Response to Consumer Scotland’s call for information

17 October 2024: The CMA has published its response to Consumer Scotland’s call for information (https://www.gov.uk/government/publications/cma-response-to-consumer-scotlands-call-for-information-converting-scotlands-home-heating), as part of Consumer Scotland’s review of consumer protection frameworks in the market for energy efficiency and low carbon heating products.

Undertakings accepted from Worcester Bosch

9 August 2024: Following issue of the CMA’s consultation letter on 7 June 2024, the CMA has secured undertakings from Worcester Bosch in respect of the marketing of its hydrogen-blend ready boilers (that is, boilers that can run on a blend of up to 20% hydrogen) to make sure that customers can make well-informed decisions. The CMA has therefore closed its enforcement case against Worcester Bosch but will monitor Worcester Bosch’s compliance with the undertakings. You can find more information on the Worcester Bosch consumer protection case (https://www.gov.uk/cma-cases/worcester-bosch-consumer-protection-case) page.

Publication of final compliance advice

16 July 2024: The CMA has published its final advice for businesses marketing green heating and insulation products (https://www.gov.uk/government/publications/marketing-green-heating-and-insulation-products), to help them to understand and comply with their existing obligations under consumer law.

Alongside the compliance advice, the CMA has also published some short videos and checklists for businesses (https://www.gov.uk/government/publications/marketing-green-heating-and-insulation-products/product-and-pricing-checklists-and-videos) summarising the principles which are designed to help them comply with the law.

The CMA has also published the response to its consultation on draft compliance advice for businesses on the marketing of green heating and insulation products (https://www.gov.uk/government/consultations/consultation-on-draft-compliance-advice-for-businesses-on-the-marketing-of-green-heating-and-insulation-products).

‘Consultation’ letter issued to Worcester Bosch

7 June 2024: The CMA has issued a letter (referred to in the relevant statute as a ‘consultation letter’) to Bosch Thermotechnology Limited (‘Worcester Bosch’) formally putting it on notice of its concerns in relation to possible breaches of consumer protection law. The letter details the CMA’s specific concerns about whether Worcester Bosch’s marketing claims relating to its hydrogen-blend ready boilers (that is, boilers that can run on a blend of up to 20% hydrogen) mislead consumers. The CMA has asked Worcester Bosch to take steps to address these concerns. Worcester Bosch now has an opportunity to respond to the CMA’s letter.

Update on the standards landscape

21 February 2024: The CMA has published a progress update on how the landscape of standards bodies that oversee quality and consumer protection standards in the sector have taken forward our good practice principles.

Overall, standards bodies have engaged positively with the principles. However, more still needs to be done to improve the levels of consumer protection. Standards bodies should continue to push forward with changes that are needed to improve their practices.

We recognise that standards bodies alone cannot address all the concerns we identified. The CMA will therefore continue to work with UK government to take forward our steers to help improve consumer protection in the sector.
- Consumer protection review: update on the standards landscape (PDF, 285KB) (https://assets.publishing.service.gov.uk/media/65d48c9a38fef9001ab5b03a/Consumer_protection_review_update_on_the_standards_landscape_pdfa1.pdf) (21.2.24)
Consultation on draft compliance advice now closed

24 January 2024: The CMA is currently considering responses to its consultation on draft consumer law compliance advice for businesses marketing green heating and insulation products to consumers.

This draft compliance advice aims to help businesses understand and comply with their consumer law obligations. The CMA has produced this draft compliance advice following concerns we identified about some businesses in the sector: (i) making potentially misleading claims about green heating and insulation products; and/or (ii) providing limited and inconsistent upfront price information, as set out in our call for information findings report (https://www.gov.uk/cma-cases/consumer-protection-in-green-heating-and-insulation-sector#call-for-information-findings-and-next-steps).
- Consultation on draft consumer law compliance advice (https://www.gov.uk/government/consultations/consultation-on-draft-compliance-advice-for-businesses-on-the-marketing-of-green-heating-and-insulation-products) (13.12.23)
Investigation launch

The CMA has opened an investigation into Bosch Thermotechnology Limited’s (trading as ‘Worcester Bosch’) compliance with consumer protection law. The CMA is investigating Worcester Bosch’s marketing claims about its so-called ‘hydrogen-blend ready’ home boilers.

This follows our findings report which highlighted concerns that a number of businesses in the green heating and insulation sector were making potentially misleading claims online about hydrogen use in boilers and put the sector on notice for further action.

The CMA has also written to 12 other businesses to warn them that they could be breaching consumer protection law after reviewing their marketing to consumers, and to remind them of their legal obligations.
- Worcester Bosch investigation (https://www.gov.uk/cma-cases/worcester-bosch-consumer-protection-case) (17.10.23)
- Press notice: Investigation into boiler company over ‘green’ claims (https://www.gov.uk/government/news/investigation-into-boiler-company-over-green-claims) (17.10.23)
Consumer awareness campaign

The CMA has produced a video as part of a social media campaign to remind people about their consumer rights and the key questions to ask when buying a new green home heating or insulation product, such as a heat pump or solar panels. The video signposts people to the CMA’s more detailed consumer guide published earlier this year.
- Video: Top tips when buying green heating and insulation (https://youtu.be/Mg8vDPHU_ow) (17.10.23)
- Guide for people buying or installing green heating or insulation products (https://www.gov.uk/government/publications/buying-green-heating-and-insulation-products-consumer-guide) (17.10.23)
Response to the MCS consultation

The CMA has published its response to the Microgeneration Certification Scheme’s consultation on proposed changes to its scheme.
- CMA consultation response to MCS (https://www.gov.uk/government/publications/cma-response-to-mcss-consultation-on-proposed-scheme-changes) (27.7.23)
Call for information: findings and next steps

The CMA has published a report setting out the findings from its call for information on consumer protection in the green heating and insulation sector (https://www.gov.uk/government/consultations/consumer-protection-in-green-heating-and-insulation-sector-a-call-for-information). We looked at three key themes - people’s experience of buying green heating and insulation products; business practices and the landscape of standards bodies which provide quality assurance and consumer protection standards for member businesses. We have identified concerns in these areas and the report sets out actions to help address these.

We have also published a consumer guide to assist people when buying green heating and insulation products, which sets out a summary of their key rights and protections under the law; and a set of good practice principles for standards bodies, to help raise the level of protections in the sector.

The CMA will continue to engage closely with stakeholders to share our findings and to take forward actions to help tackle the issues we have identified.

We will also be carrying out further work in this sector, focusing on business practices - in particular we will be looking at misleading and greenwashing claims made by businesses about their products. At this stage, the CMA has not reached a view as to whether consumer protection law may have been broken.
- Findings report (PDF, 2,493KB) (https://assets.publishing.service.gov.uk/media/6475f1685f7bb7000c7fa176/Consumer_protection_in_the_green_heating_and_insulation_sector_-_Final_report.pdf) (31.5.23)
- Principles for standards bodies (PDF, 239KB) (https://assets.publishing.service.gov.uk/media/6475d124103ca60013039600/A._Good_practice_principles_for_standards_bodies.pdf) (31.5.23)
- Guide for people buying green heating and insulation products (https://www.gov.uk/government/publications/buying-green-heating-and-insulation-products-consumer-guide) (31.5.23)
- Press notice: Advice for shoppers after report highlights difficulties buying ‘green’ home heating (https://www.gov.uk/government/news/advice-for-shoppers-after-report-highlights-difficulties-buying-green-home-heating) (31.5.23)
About the project

On 27 September 2022 the Competition and Markets Authority (CMA) launched a call for information looking at consumer protection in the UK green heating and insulation sector, focusing on the sale of the following products for the home: heat pumps; home solar; insulation; biomass boilers and hydrogen-ready boilers.

The call for information looked at consumer experiences and business practices, including those relating to the marketing and sale of the above products, and sought views from consumers, businesses and other interested parties through questionnaires. It explored whether further steps or action is needed to help ensure consumers are treated fairly and businesses are supported to meet their obligations under consumer protection law. Through doing so, this work contributes to the CMA’s Annual Plan commitment to support the UK’s transition to low carbon growth.

The call for information examined several issues, including:
- how consumers select products and business suppliers
- how businesses in the sector promote their products/services to consumers
- the provision of key information to consumers by businesses before, during and after the product’s installation
- the complaints and redress process if things go wrong for consumers
- the role of certification schemes and codes of practice in increasing consumer confidence in the sector
We are carrying out this work under section 5 of the Enterprise Act 2002, which gives the CMA the power to obtain, compile and keep under review information about matters relating to its functions.

Further information on the project, including our areas of focus, and the potential outcomes of the call for information, is set out in the Overview document below.

At this early stage, the CMA has not reached a view as to whether consumer protection law may have been broken.
- Overview (https://assets.publishing.service.gov.uk/media/6331c6728fa8f51d2a86313c/Green_heating_overview_document_.pdf) (27.9.22)
- Call for information (https://www.gov.uk/government/consultations/consumer-protection-in-green-heating-and-insulation-sector-a-call-for-information)
- Press notice: Green heating consumer protection to come under scrutiny (https://www.gov.uk/government/news/green-heating-consumer-protection-to-come-under-scrutiny) (27.9.22)
Data Protection

Any personal data you provide us will be handled in accordance with our obligations under the UK General Data Protection Regulation and the Data Protection Act 2018. Our personal information charter (https://www.gov.uk/government/organisations/competition-and-markets-authority/about/personal-information-charter) sets out the standards you can expect from us when we collect, use or share personal data and provides details of your rights in relation to that data and how to contact us.

How we use your information

We may only publish or disclose with others (outside the CMA) the information that you provide us in specific circumstances as set out in legislation (principally Part 9 of the Enterprise Act 2002). For further information visit the Annex to the Overview (https://assets.publishing.service.gov.uk/media/6331c6728fa8f51d2a86313c/Green_heating_overview_document_.pdf) document.

Contact

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