Overcharging, dodgy smart meters, Direct Debit hikes and other reasons to complain to your energy provider

With energy bills set to soar again from April, Katy Ward looks at 6 times you should always complain to your supplier – and how to get compensation.

Unfair bills, payment errors and poor customer service…

If any of this feels familiar when dealing with your energy supplier, you’re not alone.

According to research from The Guardian, Britain’s energy giants paid more than £20 million in compensation to customers during the past five years.

And with households facing a higher-than-expected 6% price hike in April as the new Energy Price Cap kicks in, we have every right to expect top-quality service.

In this article, we look at the most common complaints and how to fight back if your provider isn’t playing fair.

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The worst offender?

Alarmingly, The Guardian research found there has been a 141% surge in billing complaints during this period.

British Gas paid out more than a fifth of the total, with customer service and smart meters being common issues for the Centrica-owned company.

So, what are the most common problems we’re facing?

1. Over- or undercharging

Billing made up 54% of all customer complaints, the research found.

If you believe you’re being charged unfairly, check your meter readings against your bill and contact your supplier immediately.

Under the terms of its licence, your supplier must provide a clear explanation of how it has calculated your payments.

2. Dodgy smart meters

It’s no secret that the smart meter rollout has been a disaster.

Back in 2011, the Tory Government unveiled its target to have a smart meter in every UK home and business by 2019.

By the end of 2023, just 61% of UK homes had a smart meter, with many users reporting repeated issues.

Common problems include faulty displays, inaccurate readings and needing to send manual readings.

If you in are the north of England, you may be more likely to complain as this region experiences far more issues, according to a Panorama investigation.

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3. Unreasonable Direct Debit hikes

With the Energy Price Cap expected to rise again by 5% in April, it’s difficult to know where we are with our gas and electricity bills.

However, we do know that suppliers are keen to hike Direct Debits when the Price Cap increases.

For example, it won’t have much grounds for a massive hike if you have a significant credit on your account.

If you’re not happy with your proposed bill change, ask your supplier for a detailed breakdown on its decision.

It will also help if you come armed with your most recent meter readings.

4. Problems switching supplier

Switching suppliers is supposed to be quick and hassle-free – and we believe it should be at loveMONEY.

However, it doesn’t always go smoothly.

If you’re on a fixed tariff contract (usually lasting 12 months), you can switch if you have 49 days or fewer left on your contract.

If you have 50 days or more left on your contract, you might have to pay a fee to leave your contract early.

You can switch at any time.If you’re on a standard variable tariff.

Contact both your new and old supplier if your switch is delayed.

Should they fail to resolve the issue, escalate your complaint through Ofgem’s switching compensation scheme.

5. Unclaimed or withheld refunds

If you’ve built up credit on your account (which is common with Direct Debits), you’re entitled to claim it back.

However, some suppliers are slow to process refunds or refuse to return credit unless asked.

Check your latest bill to see if you’re in credit and request a refund.

You should contact your supplier and tell them how much you’d like to refund you.

6. Power cuts

If you’ve suffered an extended power cut due to a fault on your network, you may be entitled to compensation.

The amount you receive depends on whether the cut was planned, its length and if the supplier was at fault.

Your supplier has up to 12 or 24 hours to restore supplies in normal weather conditions – depending on how many homes are affected.

If you’re without power for more than 12 hours, you may receive £95 in compensation.

A business can get £180.

You can get an additional £40 for every additional 12 hours of being without power.

How to complain

If your energy supplier hasn’t followed the rules, you should complain directly to the company.

Most problems can be resolved at this stage.

If your issue isn’t resolved, submit a formal complaint in writing.

The company will have eight weeks to respond.

If the matter can’t be fixed, the company will need to issue a deadlock letter.

You then have the right to take your complaint to the energy regulator Ofgem

If the Ombudsman upholds your complaint, your supplier must comply with its ruling.

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Have your say

Have you ever had a problem with your energy supplier? How was it resolved?

We’d love to hear your thoughts in the comments below.