GovWire

Timetable

Contact

greenheating@cma.gov.uk

Investigation launch

The CMA has opened an investigation into Bosch Thermotechnology Limiteds (trading as Worcester Bosch) compliance with consumer protection law. The CMA is investigating Worcester Boschs 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 (17.10.23)
• Press notice: 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 CMAs more detailed consumer guide published earlier this year.

• Video: Top tips when buying green heating and insulation (17.10.23)
• Guide for people buying or installing green heating or insulation products (17.10.23)

Response to the MCS consultation

The CMA has published its response to the Microgeneration Certification Schemes consultation on proposed changes to its scheme.

• CMA consultation response to MCS (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. We looked at three key themes - peoples 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) (31.5.23)
• Principles for standards bodies (PDF, 239KB) (31.5.23)
• Guide for people buying green heating and insulation products (31.5.23)
• Press notice: 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 CMAs Annual Plan commitment to support the UKs 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 products 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 (27.9.22)
• Call for information
• Press notice: 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 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 document.