What to Do When Your Supplier Gets Things Wrong
Most energy accounts run without serious problems.
However, mistakes happen.
Your supplier might use the wrong meter reading. A switch may go wrong. Your account could suddenly show a strange balance, or you might spend weeks trying to solve the same problem.
When this happens, it can be difficult to know what to do next.
The best approach is usually simple:
Identify the problem → Gather evidence → Contact the supplier → Check the solution
If that does not work, you can make a formal complaint.
Start by Working Out What Is Wrong
Before contacting your supplier, try to identify the actual problem.
For example:
- Is the meter reading wrong?
- Has a payment disappeared?
- Is the tariff incorrect?
- Has your Direct Debit changed unexpectedly?
- Has your switch gone wrong?
- Are you waiting for a refund?
- Has the supplier opened the wrong account?
You do not need to know why the problem happened.
You simply need to explain what you can see.
Instead of saying:
“My account is a mess.”
you might say:
“I paid £120 on 4 June, but that payment is not showing on my account.”
A specific problem is much easier to investigate.
Check the Simple Things First
Some problems can be explained quickly.
If your balance suddenly changes, check whether a new bill has been produced.
If your energy use looks wrong, check the meter reading.
If your tariff appears different, check whether a fixed deal has ended.
Likewise, if you recently switched supplier, check the dates on your old and new accounts.
This may not solve the problem.
However, it gives you useful information before you contact the supplier.
Keep Evidence
This is one of the most useful habits when dealing with an energy problem.
Keep anything that shows what happened.
This might include:
- Bills
- Meter readings
- Photographs
- Emails
- Letters
- Payment records
- Screenshots
- Switching confirmations
Also keep a simple note of important conversations.
Record the date, what was discussed and what the supplier promised to do.
You may never need those records.
However, if the problem continues, they can become extremely useful.
Problems With Switching Supplier
Changing energy supplier should normally be straightforward.
However, things can go wrong.
For example:
- The switch may be delayed
- The wrong meter may be switched
- Your old supplier may continue billing you
- Your new supplier may use the wrong opening reading
- Your final bill may be delayed
If you have recently switched and something looks wrong, check both accounts.
The closing reading used by your old supplier should normally match the opening reading used by your new supplier.
If they do not match, ask the suppliers to investigate.
What If You Are Switched by Mistake?
Occasionally, a customer’s supply can be transferred to another supplier without their agreement.
This is often called an erroneous transfer.
It can happen because of an administrative mistake, such as the wrong address or meter being selected.
If you believe this has happened, contact the supplier involved.
Explain that you did not agree to the switch.
There are industry processes for correcting erroneous transfers and protections for affected customers.
The important thing is to raise the problem rather than trying to sort out two competing accounts yourself.
What If Your Supplier Uses the Wrong Meter?
Every electricity and gas supply has information used to identify it.
Problems can occur if the supplier’s records do not match the actual meter at the property.
This can sometimes happen after:
- Moving home
- A meter replacement
- Property conversions
- Address changes
- Previous administrative errors
If the meter details on your account do not match your actual meter, tell the supplier.
A photograph showing the meter and its serial number can be useful.
Do not assume the problem will correct itself.
Smart Meter Problems
A smart meter can still measure energy even if its smart communication stops working.
However, your supplier may stop receiving automatic readings.
As a result, estimated bills can appear again.
If this happens, you may need to provide manual readings while the communication problem is investigated.
The important distinction is:
A smart meter communication problem does not necessarily mean the meter has stopped measuring your energy.
Check the bill before assuming the meter itself is faulty.
What If You Think the Meter Is Wrong?
A surprisingly high bill does not automatically mean the meter is faulty.
First, check for more common explanations.
For example:
- Estimated readings
- Increased heating use
- Tariff changes
- Previous under-billing
- New electrical appliances
If the figures still do not make sense, contact the supplier.
Explain why you believe there may be a meter problem.
The supplier can investigate and may arrange further checks where appropriate.
Missing Payments
Suppose you make a payment but it does not appear on your energy account.
Start by checking your bank account.
Make sure the payment actually left.
Then gather evidence showing:
- Amount
- Date
- Payment method
- Reference
Give this information to the supplier.
Do not simply make the payment again unless you are certain the first payment failed.
Otherwise, you could end up paying twice.
Problems With Direct Debit
Direct Debit problems can take several forms.
Your supplier may increase the payment unexpectedly.
It might collect the wrong amount.
Or a payment could be taken on the wrong date.
If the supplier changes your regular Direct Debit, ask how the new amount was calculated.
Check whether it reflects:
- Current energy use
- Account balance
- Expected future use
- Any debt being repaid
A higher Direct Debit is not automatically wrong.
However, you should be able to understand why it has changed.
Waiting for a Refund
If your account has built up excess credit, you may ask your supplier to return it.
The supplier may first want an up-to-date meter reading.
This helps make sure the credit is genuine rather than the result of underestimated energy use.
If you have left the supplier, different rules apply to closing the account and returning remaining credit.
We covered these on:
Energy Bills, Charges and Back-Billing
If a refund is overdue, contact the supplier and ask for a clear explanation.
What If Your Supplier Keeps Promising to Fix Something?
This is where a small problem can become very frustrating.
You contact the supplier.
Someone says:
“We’ll sort that out.”
Nothing happens.
You call again.
Someone else promises the same thing.
Still nothing happens.
At this point, stop treating each contact as a completely new conversation.
Refer back to the history.
For example:
“I first reported this on 4 May. I contacted you again on 18 May and was told it would be corrected. It still has not been resolved.”
Now you have established a timeline.
That becomes important if you need to complain.
Ask for a Clear Outcome
When you contact the supplier, explain what you want it to do.
For example:
- Correct the meter reading
- Recalculate the bill
- Trace a missing payment
- Correct the tariff
- Return a credit balance
- Fix a switching error
- Explain a charge
- Update incorrect account details
This helps keep the conversation focused.
You are not simply reporting that something has gone wrong.
You are asking for a solution.
Some Service Failures Can Lead to Compensation
There are rules covering certain failures by energy suppliers.
Depending on what has happened, a customer may be entitled to compensation under Guaranteed Standards or other consumer protection arrangements.
This can apply to certain problems involving areas such as switching, final bills and credit refunds.
The exact entitlement depends on the circumstances and the rules applying to that failure.
Therefore, if your supplier has missed a required deadline, ask:
“Does the Guaranteed Standards compensation apply to this?”
Do not assume compensation will always be offered without checking.
Your Network Company Is Different From Your Supplier
Not every energy problem is your supplier’s responsibility.
This distinction is important.
Your supplier sells you energy and manages your account.
Your local network operator manages the physical electricity or gas network in your area.
So, if your bill is wrong, contact your supplier.
However, if there is a local electricity power cut, the problem may sit with the electricity network rather than the company that sends your bill.
Knowing who is responsible can save a great deal of time.
Do Not Let a Complicated Account Hide the Original Problem
Sometimes a supplier repeatedly recalculates an account.
New bills appear.
Old bills disappear.
Credits and charges move around.
Soon, it becomes difficult to remember what the original problem was.
Go back to the beginning.
Ask:
What was wrong?
Has that problem actually been corrected?
Does the new balance now make sense?
A new bill is not automatically a solution.
Check it.
Give the Supplier a Reasonable Chance to Fix It
When something goes wrong, contact the supplier first.
Explain the problem clearly and provide any useful evidence.
Many problems can be resolved at this stage.
However, if the same issue continues, you do not need to keep starting again indefinitely.
That is when the complaints process becomes important.
When Does a Problem Become a Complaint?
You do not need to wait until you are furious.
If the supplier has not resolved the problem, you can make a formal complaint.
Be clear.
Say:
“I want this recorded as a formal complaint.”
Then explain:
- What happened
- When it happened
- What you have already done
- What remains wrong
- What you want the supplier to do
Keep a copy of the complaint.
Also record the date it was made.
Why the Complaint Date Matters
If your supplier cannot resolve the complaint, you may eventually be able to take it to the Energy Ombudsman.
The Ombudsman will normally expect you to have given the supplier an opportunity to resolve the problem first.
Therefore, establishing when the formal complaint began can be important.
You should not need to remain trapped in an endless cycle of telephone calls.
There is an escalation route.
We will follow that process properly on the next page.
A Simple Way to Deal With Supplier Problems
When something goes wrong, use this order.
1. Identify the problem
What exactly is wrong?
2. Check the evidence
Look at bills, readings, payments and account information.
3. Contact the supplier
Explain the problem clearly.
4. Say what you want corrected
Give the supplier a clear outcome.
5. Keep records
Save evidence and note important conversations.
6. Check the solution
Do not assume a recalculated bill is correct.
7. Make a formal complaint if necessary
If the problem continues, move it into the complaints process.
This keeps you in control of the issue.
In Short
Energy suppliers can make mistakes.
A payment may disappear.
A meter reading may be wrong.
A switch may fail.
A refund may be delayed.
Or an account may simply stop making sense.
When this happens, focus on the facts.
What is wrong?
What evidence do you have?
What should the supplier do to correct it?
Keep records and give the supplier an opportunity to put things right.
However, do not allow an unresolved problem to continue indefinitely.
If normal customer service does not resolve it, make the issue a formal complaint.
That gives you a clear route forward.
And if the supplier still cannot resolve the problem, you may be able to take it further.
That is what we will cover next.
Next: Complaints and the Energy Ombudsman →
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