Incorrect billing and complaints
If you think you have received an energy bill and it is wrong please let your supplier know.
There are many reasons why your bill may be inaccurate and these include:
- The bill is based on incorrect readings
- Price changes have not been applied correctly
- An agreed discount has been omitted
- The meter may be faulty
- You can be billed for energy used by the people who lived in a property before you or move into a property after you leave. Make sure you inform the supplier of the meter reading the day you move in / out of a property
Need to complain about your supplier
- First contact your supplier about the problem. Ensure you ask for a complaint reference number if they advise they have to investigate the problem.
- If after a call-back or a visit you are still unhappy, you can ask to speak to a manager to review your concerns.
- Under rules set out by Ofgem, the body that regulates energy suppliers, complaints must be resolved within eight weeks.
- If after 8 weeks (or the supplier says it cannot resolve the complaint) you are still not satisfied with the outcome you can contact the Energy Ombudsman.
- The Energy Ombudsman is an independent, free service that aims to settle disagreements between energy suppliers and their customers. Visit the Energy Ombudsman's website.