Energy bills are one of our major concerns at the moment. Here are the main complaints, how to tackle them and what to expect.
Billing Errors
The cost of your bill will have increased over the last two years, but if you seem to be using noticeably more energy units than you used to, despite no major lifestyle changes, you should check to see if it is correct. Ask your energy provider to clarify in plain English why things have changed. Questions should include why your energy usage is higher, if they are relying on estimated readings, if they are billing you for energy used over a year ago and if you’re on the cheapest tariff.
Back Billing
If your energy company sends you a new bill that goes back further than 12 months, they should not be charging you for anything other than the last year. This is known as ‘back billing’ and is explicitly forbidden by regulator Ofgem. However, if you have an existing debt that you were correctly billed for at the time, the energy firm can pursue it for up to six years.
Meter Errors
If you contact your energy supplier about a possible meter error, you will usually be asked to take meter readings every day for around a week to assess the problem. As with any meter dispute, take a photo your meter readings so you can prove there was a problem if you need to make a complaint. The energy firm may send out an engineer to identify and correct the problem but even then, the readings might not make sense. So, make a formal complaint and ask the firm to spell out their investigation and proposals in writing.
Credit Balance Refunds
Energy firms sit on credit balances – sometimes thousands of pounds. The rules say they should refund you if you ask for the cash within 14 days, but hold fire on requesting a full refund. Energy experts suggest keeping at least two months’ worth of credit payments to keep costs down over winter.
Debt Threats
Debt collection letters often continue to be sent to people who make complaints, which cause a great deal of stress. This occurs because debt letters are often automated but this is unacceptable. You should tell both the energy provider and/or debt collector that you are making a formal complaint and insist they confirm in writing that the matter will not be pursued while the situation is investigated.
Complaints and the Energy Ombudsman
Energy businesses are obliged to address all complaints in writing unless you agree otherwise. Their ‘final response’ should set out what they’ve done to resolve your complaint and any compensation that they might be offering. This should also tell you about your right to go to the Energy Ombudsman. The Energy Ombudsman is a totally unbiased, free service and it’s easy to make a complaint online.
Find out more at https://www.energyombudsman.org/
Martyn James is a leading consumer rights campaigner, TV and radio presenter and journalist