Do you have an issue of mis selling or mis billing with an Energy Provider? There have been previous issues in this industry – in 2015 Npower was fined a record £26 million after the company issued 500,000 late/inaccurate bills during 2013 and 2014.
If you have an issue with a Energy provider here are some simple steps that you need to follow:-
Contact your supplier
Initially if you have an issue with your energy provide then try to contact them directly by telephone or email. This information is normally provided on their website. If talking to them by phone: -
• make a record of the time and date you called them.
• Ask the person their name
• note and record the outcome of the conversation.
If contacting them by email, then keep a copy of the correspondence.
Make a Complaint
If you are unsatisfied with the outcome after contacting your supplier, then make a formal complaint. The energy provider should publish their complaint procedure on their website. When making a complaint: -
• Put the complaint in writing
• Take photos of your meter readings, where required
• Attached any previous communication
• Included details of any telephone conversations (who you spoke to and date and times)
• Attached any previous bills
• Include any notes recorded from telephone conversation
• Ensure you keep a copy of your complaint and any attachments
The Energy Provider needs to respond to you within 8 weeks.
If you are not happy with how your complaint has been handled then contact us for further assistance.
If you have an issue regarding an Energy Provider and require legal advice, please contact our offices on 01858 414 284 or enquiries@summerfieldbrowne.com
Summerfield Browne have offices in Leicester, Birmingham, London, Oxford, Cambridge and Market Harborough and assist with cases all over the UK.
