Huge energy bills and how to complain about them
This is a version of the article that first appeared on The Motley Fool Big Energy Saving Week: how to check and query huge energy bills 17 January 2022.
Whilst we know our energy bills are going to be huge it could be because they are wrong!
Rising energy prices
The current energy crisis is causing worry for many of us. See Help with energy bills below for where you can get help.
Check your energy bill
It is possible that your bill might be wrong so check it!
Look at your bill and how it is broken down.
Take the price of electricity or gas per unit (KW/h) divided by 100 and multiply that by the consumption of the energy used. Add the cost of the standing charge, as the number of days multiplied by the daily charge and then add the VAT, which for energy is 5%.
So for example:
| 1) | Pence per KW/h/100 x consumption 18.5/100) x 315.5 | + | £58.37 |
| 2) | Days x daily standing charge 63 x 0.223 | + | £14.05 |
| 3) | Sub total | = | £72.42 |
| 4) | VAT @ 5% | + | £3.62 |
| 5) | Grand Total | = | £76.04 |
If you have a day and night rate, perform the same check for the night rate.
If you have both electricity and gas then repeat the check for your gas bill too.
Check the energy reading
If your supplier has used estimated readings for a long time, it could be that your bill is significantly wrong. Take readings and submit them to your supplier.
Don’t pay the estimated bill. Instead, send correct readings to your supplier who will provide an accurate bill. It could work in your favour, as you may have paid too much and be in credit. But do remember it could also go the other way!
Check the Direct Debit
Your Direct Debit amount should be the same each month/quarter and your supplier must inform you if it will change. If it doesn’t inform you, you can complain to your bank under the Direct Debit guarantee.
Get back any credit
If you pay by direct debit you may be in credit. You can claim this back, or you may want to use it to reduce Direct Debit payments or leave it there to cover the coming price hikes.
Check your meter
Although it’s quite unusual for a meter to be wrong, it’s still worth checking, you never know!
You might be asked to take daily readings for a week.
If it is showing an error message or you don’t believe you are using the amount of energy you are being billed for, contact your supplier and take a reading and picture of the meter.
If an error message is showing on a prepayment meter, there’s probably a fault. Contact your supplier speedily who must come and check the meter within 3 hours on a working day and 4 hours on a non-working day. If you need to top up your meter while the matter is being resolved, request replacement tokens from your supplier.
For a credit meter, turn off everything that uses energy including anything on stand-by and see if the display numbers still increase. One by one turn on an appliance. If numbers turn very quickly when you turn one on, that is probably the faulty appliance. If it’s a gas meter, there could be a leak and you should immediately contact the National Grid Gas Emergency line on 0800 111 999.
Your supplier must tell you what they’ve done to investigate the problem, how they will fix it and offer to put all the details in writing.
Be aware though that if your supplier finds that it’s not faulty, they might ask you to pay a fee.
How to complain about a wrong energy bill
In the first instance, complain to your supplier and explain the issue politely and objectively.
If you are not satisfied with your response, you can take the matter to the Energy Ombudsman. You must wait 8 weeks from when you started the complaint or request a deadlock letter. This deadlock letter will come from the supplier stating that they will not discuss the matter further. The Energy Ombudsman will then make a decision. The supplier is bound by this decision.
EDF energy bill
EDF billing system upgrade causes customer chaos ridiculous bills as result of changing systems.
EDF incorrect high bills
Further help with energy and complaining
How to save money on and complain about, energy – contains links to various helpful posts about any issue you may be having with your supplier, your rights, how to get it sorted and gain redress.
Help with energy bills
If you are really struggling to pay your energy bills, notify your supplier as soon as possible because you may be able to set up a payment plan.
Ofgem provides help with links from its page Getting help if you can’t afford your energy bills. Its rules state that suppliers must work with you to help you if you are in financial difficulty.
This might include setting up a payment plan, payment breaks, more time to pay, access to hardship funds or providing details to the Priority Register. If you are vulnerable you should be on your supplier’s list.
There may also be access to hardship funds and grants from various other organisations. You may also be able to get 60 days’ space from creditors to focus on getting debt advice and setting up a debt solution.
You can also get debt advice from Citizens Advice, StepChange and National Debtline.
Go to Turn2Us who provide information and advice on what help is available including charities that will help you pay your bills.
In summary, if you are having problems talk to your energy supplier, they are obliged to help you.
Claim if switching goes wrong
You are entitled to compensation if things go wrong with switching.
@thecomplainingcow How to get compensation when switching energy supplier #Energy #EnergyBills #switchingenergy #Ofgem#compensation#makethempay#knowyourrights#Switching
The Complaining Cow Consumer Show
I spoke to Sara Williams from DebtCamel about debt management and what consumers can do on on my East London Radio The Complaining Cow Consumer Show. She also advises on where not to go for help and what to avoid, especially scams.
Ed Dodman Energy Ombudsman Director interview on The Complaining Cow Consumer Show.
Refusing to pay
As tempting as it may be to cancel your Direct Debit in protest, this is likely to cause you more problems. You will be chased for the money, often with additional costs. Your supplier could enforce a pre-payment meter (which would be more expensive than paying by Direct Debit). It could even cut off your energy supply It will affect your credit score too.
Further help with complaining effectively
Top 20 Tips How to complain effectively
If you need more help, information and tips with how to quote Acts, template letters and advice on how to complain effectively don’t forget the GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
101 Habits of an Effective Complainer provides you with more tips
Purchase and download templates to gain redress swiftly
