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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

 

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Ian Hawkins Sq Ian Hawkins Ian focuses on providing practical consumer law advice that our members can apply in the most effective way possible. See profile
Sanchia Pereira Sq Sanchia Pereira Sanchia specialises in advising on motoring offences having previously worked for the Crown Prosecution Service. See profile
Untitled Design (2) Natalie Dyer Natalie currently advises our members on consumer law issues.
Matthew Tribble Sq 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. See profile
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