10 tips if you notice a problem with your energy bill

Advice from the ombudsman if you notice a problem on your energy bill:

  • Contact your energy provider as soon as possible – the number will be on the back of the bill or on the company’s website
  • Think about what you want to say before you make the call. Have the bill in front of you and explain the problem. Write down the name of the person you speak to, the time, the date and take of note of what they say they will do
  • It will help to look at your meter and to write down the current reading – the energy company will ask you for this information
  • Ask the energy provider for a copy of its complaints procedure or ask where you can find it on the company’s website. Energy suppliers are required to tell you the best way to complain about the service they provide to you. Follow each stage of the complaints procedure until the problem is resolved
  • If you need to write to the company, keep a copy of the letters you send. If you receive any letters from the company, keep them along with a record of any other phone calls you make or receive
  • Don’t stop paying; ask the company to put on hold the disputed part of the bill
  • Work with the company to fix the problem. If access to your property is needed, arrange an appointment and make sure you keep to it
  • If you are uncomfortable sorting the matter out for yourself, ask a trusted friend or a family member to help. You can give them your authority to speak to the company for you
  • If the problem isn’t sorted out within eight weeks from the date that you first told the company about the problem, or you are unhappy with what the company has done to sort it out, contact the energy ombudsman. You can complain online or by calling 0330 440 1624. We will ask questions about your problem so be sure to refer to your notes
  • Have in mind what you want to happen to fix the problem and be realistic. It is not the role of the ombudsman to punish energy companies when deciding what solution to provide. Find out more about our resolutions.

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