If you're unhappy with your energy supplier
With the cost of energy sky-rocketing, we’re all scrutinising our gas and electricity bills a lot more closely. Is your bill higher than it should be, even when the price hikes are factored in? Maybe your energy supplier has gone bust and you’re disputing the tariff your new supplier has put you on. Perhaps your meter has been misread. Or you want to switch but your current supplier is dragging their heels.
Don't just rely on the regulator
Gas and electricity suppliers must abide by rules set down by the energy regulator. These rules relate to everything from high energy bills and power cuts to service levels and mis-selling. If any supplier operates outside the rules, the regulator will step in, investigate and fine the supplier if necessary. Even so, it’s still important for individual consumers to understand their rights and complain if those rights are flouted.
How we can help
Sometimes a simple phone call to your supplier is enough to clear up a misunderstanding. But if it’s not, our legal experts are on hand to help, whether it’s a problem with general service or back-billing. This is when a supplier charges you for energy you've used but weren’t billed for, usually because they made a mistake. As unexplained high bills are common, we advise on how to demand a recalculation or proof of how the bill was calculated. We can also give you letter templates to help you word a complaint. We’ll:
- listen to the problem and explain what should expect from your supplier
- advise you whether there’s been a breach of your rights
- explain what action you can take, including how to escalate a complaint to the Energy Ombudsman
Our experts provide advice to members every day on a range of issues. To see if yours is one we cover answer the questions below.
Before we start, we need to check if you have already instructed a solicitor or other legal professional to advise you in this matter.
Why do we need this?
For regulatory reasons we can't advise if you have formally instructed a legal professional for the issue you're seeking advice for. If you have had a free appointment with a professional or an organisation such as Citizen's Advice Bureau, click 'No' I haven't'.
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- Access our experts in consumer law, travel, motoring, landlords & tenancy, wills & probate and more
- Get clear guidance on your next steps from experts you can trust
- Unlimited calls – speak with us as often as you need
- Cover for your whole household
- Regular news and advice emails
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Ian Hawkins
Ian focuses on providing practical consumer law advice that our members can apply in the most effective way possible.
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Sanchia Pereira
Sanchia specialises in advising on motoring offences having previously worked for the Crown Prosecution Service.
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Matthew Tribble
Matthew has been qualified since 2013 and in that time has advised on a range of issues from consumer matters to issues with insurance.
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Rebecca Turnbull-Simpson
Rebecca advises on general consumer disputes and litigation but specialises in property disputes, in
particular landlord and tenant and residential leasehold disputes.
