Sourced fact
Complain to the chargepoint operator in writing and retain the correspondence.
Regulation · UK
Complain to a public chargepoint operator in writing
Complain to the public chargepoint operator in writing and identify the operator, location, unit, session date and time, disputed amount and problem. Attach the tariff display, payment record, receipt and earlier response, then ask the operator to investigate and explain its decision. You may request a refund of a disputed amount, but do not state that a refund, compensation or finding of liability is certain.
Reviewed
Key facts and evidence
Across the UK, as checked on 12 August 2026, the first private-redress step is a written complaint to the public chargepoint operator with the tariff display, receipt and correspondence retained. Ask for investigation, a written explanation and any remedy you seek. A refund may be requested, but its availability, amount and outcome are not promised by this guidance.
Sourced fact
Retain and provide the tariff display, payment record, receipt and relevant operator response.
Sourced fact
Ask the operator to investigate the disputed charge or service and explain its decision in writing.
Sourced fact
A consumer may request a refund, but this route does not promise a refund, compensation or liability decision.
Send a traceable operator complaint that asks for a charge review, explanation and appropriate remedy without promising a refund outcome.
Make the complaint traceable
Name the operator, location and chargepoint identifier, give the session date and time, disputed amount and issue, and attach the tariff display, payment record, receipt and relevant correspondence.
Ask for review, not a promised result
Suggested wording: “Please investigate this session against the displayed tariff and receipt, explain your decision in writing, and review my request for a refund of the disputed amount.” This makes a request only; it does not state that refund or liability is established.
What to do next
State the event and evidence accurately, ask for investigation and specify the remedy requested without asserting that the operator must reach a particular result.
Immediate action: Send the complaint through a traceable written channel and keep a complete copy.
- Seek qualified advice promptly if a contractual, chargeback or court deadline may apply.
- Use emergency channels rather than a complaint process for immediate danger.
Checks that stay with this vehicle
Send a written complaint with the session facts, supporting records and the review or remedy requested.
The operator receives a traceable request that can be answered against a specific session.
Seek prompt qualified advice instead if a limitation, chargeback or court deadline may expire.
Do not infer from missing evidence
- Do not present a requested refund, compensation payment or liability finding as assured.
Professional hand-off
- If unresolved, use the applicable national consumer-advice route; use OPSS separately when reporting a specific Public Charge Point Regulations issue.
Questions this record can answer
What does the sourced evidence say about make the complaint traceable?
Name the operator, location and chargepoint identifier, give the session date and time, disputed amount and issue, and attach the tariff display, payment record, receipt and relevant correspondence.
What does the sourced evidence say about ask for review, not a promised result?
Suggested wording: “Please investigate this session against the displayed tariff and receipt, explain your decision in writing, and review my request for a refund of the disputed amount.” This makes a request only; it does not state that refund or liability is established.