Energy suppliers must follow rules when they deal with you.
These rules cover bills, payments, meters, debt, complaints and support for people who need extra help.
So, if something goes wrong, you do not always have to accept what your supplier tells you.
Check Your Bill
Start by checking your energy bill.
Look at:
- the billing dates
- meter readings
- energy use
- unit rates
- standing charges
- payments
- account balance
If something looks wrong, contact your supplier.
Keep copies of bills, meter readings and messages. Also note when you called and what was said.
Good records can make a dispute much easier to resolve.
Learn more: Your Energy Bill Explained →
If Your Bill Is Wrong
Tell your supplier as soon as you spot a problem.
For example, your bill may:
- use the wrong meter reading
- show the wrong tariff
- include unexpected charges
- cover the wrong dates
- show payments incorrectly
First, explain what you think is wrong.
Then ask the supplier to check it and explain the result.
Do not ignore the bill while the problem is being investigated.
What Is Back-Billing?
Sometimes a supplier may try to charge you for energy used a long time ago.
Rules limit when suppliers can recover some old charges.
However, the rules depend on what happened.
For example, your own actions can affect whether back-billing protection applies.
So, if you receive a large bill for old energy use, check the rules before paying it without question.
Learn more: Energy Bills and Back-Billing →
If You Cannot Pay
Contact your supplier early if you are struggling to pay.
Do not wait for the debt to grow.
Your supplier should consider your ability to pay when dealing with energy debt.
Depending on your situation, options may include:
- a payment plan
- changing how you pay
- help with existing debt
- extra support
There may also be grants or other help available.
Learn more: Energy Debt, Prepayment Meters and Vulnerability →
See also: Help With Your Energy Bills →
Prepayment Meters
A prepayment meter means you pay for energy before you use it.
Some people choose this payment method. In other cases, a supplier may consider moving a customer to prepayment because of debt.
However, suppliers must follow rules before forcing a customer onto prepayment.
They must also consider the customer’s circumstances and whether prepayment is suitable.
So, if you are being moved to prepayment and think it may put you or someone in your home at risk, contact the supplier straight away.
Learn more: Energy Debt and Support →
If You Need Extra Help
Some people need more support from their energy supplier.
This could be because of:
- age
- disability
- illness
- communication needs
- other personal circumstances
The Priority Services Register can provide extra help for eligible customers.
Support can include services such as help with communication or extra support during some supply problems.
The exact help depends on your needs and circumstances.
So, if you think you may qualify, ask your supplier about the Priority Services Register.
If Your Supplier Makes a Mistake
Suppliers have rules and standards they must follow.
If your supplier has made a mistake, ask it to put the problem right.
Depending on what happened, this could mean:
- correcting your account
- explaining a charge
- refunding money
- taking another action to fix the problem
Some service failures can also lead to set payments under energy rules.
The important first step is to raise the problem clearly with the supplier.
Learn more: Problems With Your Energy Supplier →
How to Make a Complaint
If the problem is not fixed, make a formal complaint.
Explain:
- what happened
- what you have already done
- why you are unhappy
- what you want the supplier to do
Keep the complaint simple and factual.
Also keep copies of emails, letters, bills and other evidence.
This gives you a clear record if the complaint needs to go further.
When Can You Go Further?
If your supplier does not resolve the complaint, you may be able to take it to the Energy Ombudsman.
You normally need to give the supplier a chance to deal with the complaint first.
There are rules about when the Ombudsman can become involved.
So, check the current process before referring your case.
Learn more: Complaints and the Energy Ombudsman →
What If Your Supplier Fails?
If an energy supplier stops trading, your gas or electricity is not simply switched off because the company has failed.
Ofgem has a process for moving customers to another supplier.
So, if your supplier fails, wait for official information about the new supplier and what happens next.
Keep your latest bill and take a meter reading.
Know Who Does What
Not every energy problem is your supplier’s responsibility.
Different organisations have different jobs.
For example, your supplier deals with your account and bills.
Your electricity network operator deals with parts of the local electricity network.
Your gas network has its own responsibilities.
So, finding the right organisation can help you solve a problem faster.
Learn more: Who Is Responsible for Your Energy Supply? →
Keep Good Records
If you have a problem with your energy account, keep evidence.
Save:
- bills
- meter readings
- photographs
- emails
- letters
- payment records
- complaint reference numbers
Also make a note after important phone calls.
Write down the date, time and what was agreed.
This can be very useful if the problem continues.
Get Help Early
Energy problems are often easier to deal with when you act early.
So, if a bill looks wrong, question it.
If you cannot pay, ask for help.
If your supplier is not solving a problem, use its complaints process.
And if the complaint remains unresolved, check whether you can take it further.
Key Points
- Check your energy bills carefully. Look at meter readings, dates, energy use, unit rates, standing charges, payments and your account balance.
- Question anything that looks wrong. Contact your supplier and ask it to check and explain the problem.
- Keep good records. Save bills, meter readings, payment records, emails, letters and complaint reference numbers. Also make notes of important phone calls.
- Check the rules if you receive a bill for old energy use. Back-billing rules can limit when suppliers can recover some older charges.
- Contact your supplier early if you are struggling to pay. Your supplier should consider your ability to pay when dealing with energy debt.
- Suppliers must follow rules when considering forced prepayment. They should consider your circumstances and whether a prepayment meter is suitable.
- Ask about the Priority Services Register if you need extra support. Eligible customers may be able to receive additional help from their energy supplier.
- Complain if your supplier does not put a problem right. Explain clearly what happened, what you have already done and what you want the supplier to do.
- You may be able to take an unresolved complaint further. If your supplier has had the chance to deal with it, you may be able to refer the complaint to the Energy Ombudsman.
- Your energy supply should not simply stop if your supplier fails. Ofgem has a process for moving affected customers to another supplier.
- Make sure you contact the right organisation. Your supplier deals with bills and accounts, while network operators have different responsibilities.
- Most importantly, act early when something goes wrong. Knowing your rights and keeping good records can make it much easier to get a problem resolved.
If something does not look right, question it rather than simply accepting it.
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.
Next: Energy Bills, Charges and Back-Billing →
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