Having a problem with your energy supplier?
Start by working out exactly what has gone wrong. Then contact the supplier and give it a chance to fix the problem.
Keep a record of what happens. If the problem is not put right, you can make a formal complaint.
What Has Gone Wrong?
Energy problems can take many forms.
For example:
- your bill looks wrong
- your payments are missing
- your Direct Debit has changed
- your account balance looks wrong
- your meter readings are incorrect
- you have problems after switching
- your supplier is chasing the wrong debt
- you cannot get an answer from the supplier
First, identify the problem.
Then gather the information you need.
Check Your Account
Before contacting the supplier, check your account carefully.
Look at:
- recent bills
- meter readings
- payments
- account balance
- tariff
- billing dates
You may be able to spot the problem yourself.
For example, a bill may be based on an estimated meter reading rather than an actual one.
Learn more: Your Energy Bill Explained →
Take a Meter Reading
If the problem involves your energy use or bill, take a current meter reading.
If possible, take a clear photograph too.
Make sure the meter number matches the meter details on your account.
Then compare your reading with the one on the bill.
Learn more: Read Your Energy Meter →
Check Your Payments
Next, check what you have paid.
Compare your bank account with your energy account.
Look for missing or duplicated payments.
Also check whether your Direct Debit has changed.
If something does not match, make a note of it.
Contact Your Supplier
Once you know what the problem is, contact the supplier.
Explain it simply.
For example:
“My bill uses the wrong meter reading.”
or:
“I made this payment, but it is not showing on my account.”
Give the supplier the facts it needs.
Then say clearly what you want it to do.
Ask for a Clear Answer
Do not be afraid to ask questions.
For example:
- Why has my bill changed?
- Which meter reading did you use?
- Where has this charge come from?
- Why has my Direct Debit changed?
- Which dates does this bill cover?
- How did you calculate this balance?
If the answer is unclear, ask the supplier to explain it again.
You should understand what you are being charged and why.
Keep a Record
Keep evidence from the start.
Save:
- bills
- meter photographs
- emails
- letters
- screenshots
- payment records
- reference numbers
Also keep notes of phone calls.
Write down:
- the date
- who you spoke to
- what was discussed
- what the supplier agreed to do
This can save a lot of time if the problem continues.
Give the Supplier Time to Fix It
Some problems can be fixed quickly.
Others take longer.
For example, the supplier may need to check meter information or investigate an old account.
If it promises to contact you by a certain date, make a note of that date.
Then follow up if you hear nothing.
Is It an Old Bill?
If your supplier suddenly asks you to pay for energy used a long time ago, check the dates carefully.
Back-billing rules may limit what the supplier can charge in some cases.
Do not assume that every old charge is valid.
But do not assume that every old debt disappears either.
Learn more: Bills and Back-Billing →
Are You Struggling to Pay?
Tell the supplier if you cannot afford the bill or the payments it is asking for.
Do this even if you are also disputing part of the account.
Ask what help is available.
You may be able to agree a payment plan based on what you can afford.
Learn more: Energy Debt and Support →
Problems After Moving Home
Moving home can sometimes cause account problems.
For example, there may be confusion about:
- when you became responsible for the property
- opening meter readings
- closing meter readings
- a previous occupant’s debt
Take meter readings when you move in or out.
Photos can also help.
Keep a record of the date you became responsible for the property.
If a debt belongs to someone else, tell the supplier.
Problems After Switching Supplier
Keep your final bill from your old supplier.
Also check the opening details used by your new supplier.
If something looks wrong, contact the supplier dealing with that part of the account.
Do not assume the problem will correct itself.
Is the Supplier Responsible?
Not every energy problem is your supplier’s job.
For example, some power cuts and network problems are dealt with by the local electricity network rather than your supplier.
So, make sure you are contacting the right organisation.
Learn more: Who Is Responsible for Your Energy Supply? →
Make a Formal Complaint
If normal customer service does not fix the problem, make a formal complaint.
Tell the supplier clearly that you are making a complaint.
Explain:
- what went wrong
- when it happened
- what you have already done
- what evidence you have
- what you want the supplier to do
Keep it short and factual.
You do not need to write a long argument.
What Should You Ask For?
Be clear about the result you want.
Depending on the problem, you might ask the supplier to:
- correct a bill
- correct your account
- trace a payment
- explain a charge
- refund money
- remove a charge
- correct meter details
- agree an affordable payment plan
A clear request makes it easier for the supplier to understand what would resolve the complaint.
If the Complaint Is Not Resolved
Keep following the supplier’s complaints process.
If the problem is still not resolved, you may be able to take the complaint to the Energy Ombudsman.
There are rules about when you can do this.
The Ombudsman can look at eligible disputes and may require the supplier to take action.
Learn more: Complaints and the Energy Ombudsman →
A Simple Way to Deal With Problems
Use this order:
1. Identify the problem.
2. Check your bills, meter and payments.
3. Gather evidence.
4. Contact the supplier.
5. Explain what you want fixed.
6. Keep records.
7. Make a formal complaint if needed.
8. Take it further if it remains unresolved.
This keeps the problem focused and gives you a clear record of what you have done.
Key Points
- Work out exactly what is wrong before contacting your supplier.
- Check bills, readings and payments.
- Keep evidence and notes of conversations.
- Tell the supplier clearly what you want it to fix.
- Make a formal complaint if the problem is not resolved.
Be clear. Keep records. Follow the complaint process.
Important Information
Energility provides general information to help you understand energy, household and business costs, services and ways to save money. It is not financial, legal, tax, technical or professional advice.
Prices, tariffs, grants, government schemes, regulations and other information can change. Costs, savings and calculator results are estimates and your actual results may be different.
Before making an important financial decision, signing a contract or carrying out significant work, check the latest information and consider getting advice from a suitably qualified professional where needed.
Energility may receive a commission or other benefit from some links or services. Where this applies, we aim to make it clear. This does not increase the price you pay unless stated otherwise.
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