Energy & Utilities Disputes

Overview

Disputes with energy suppliers, water companies, and telecoms providers are among the most common consumer complaints in the UK. Whether you have been overcharged, received poor service, or been treated unfairly when switching providers, you have strong rights and clear escalation routes.

Key Legislation

• Gas Act 1986 and Electricity Act 1989 - Framework for energy regulation
• Ofgem Supply Licence Conditions - Rules energy suppliers must follow
• Consumer Rights Act 2015 - General consumer protections for services
• Utilities Act 2000 - Consumer protection in utilities
• Water Industry Act 1991 - Water company obligations

Common Issues

Billing Disputes

Incorrect meter readings, estimated bills that are too high, back-billing beyond 12 months (prohibited under Ofgem's back-billing rules), and debt recovery for disputed amounts.

Switching Problems

Erroneous transfers, delays in switching, exit fees that were not disclosed, and loss of credit balances during switches.

Service Failures

Power cuts beyond guaranteed standards, poor customer service, failure to respond to complaints, and problems with smart meter installations.

Disconnection Threats

Energy suppliers have strict rules about when they can disconnect, and must not disconnect vulnerable customers during winter.

Step-by-Step

Step 1: Complain to the Supplier

Contact the supplier's complaints department in writing. Reference the specific Ofgem licence condition or legislation they have breached.

Step 2: Allow 8 Weeks for Resolution

The supplier has 8 weeks to resolve your complaint. If they issue a deadlock letter before then, you can escalate immediately.

Step 3: Escalate to the Energy Ombudsman

For energy complaints, escalate to the Energy Ombudsman (Ombudsman Services: Energy). They can award up to £10,000 and make binding recommendations.

Step 4: Ofgem or Ofwat

For systemic issues or where the ombudsman cannot help, contact the relevant regulator (Ofgem for energy, Ofwat for water, Ofcom for telecoms).

Key Points

• Back-billing limit: Energy suppliers cannot back-bill for more than 12 months under Ofgem's Billing Code
• Vulnerable customers: Extra protections apply, including the Priority Services Register
• Guaranteed Standards: Ofgem sets minimum standards for energy; compensation is automatic for some failures
• Water complaints: The Consumer Council for Water (CCWater) mediates water disputes before the formal process

EvenStance Can Help

EvenStance can analyse your billing dispute, identify Ofgem licence breaches, generate your complaint letter, and guide you through the Energy Ombudsman process.