Energy bills are rising for everybody and, even with the Government’s Energy Bill Support Scheme and Energy Price Guarantee in place, households are feeling the strain on their everyday finances. To support customers, the Government recently wrote to energy suppliers and asked that their direct debit system does not overestimate charging as households make “huge efforts to reduce their usage”.
However, there is a chance that some households receive an energy bill that is higher than they were expecting - even with the anticipated rises. Brean Horne, personal finance expert at comparison site NerdWallet, has now given her advice as to how consumers can speak to lenders and challenge an excessive bill.
She said: “If your direct debit payment for energy increases and you suspect you’re being overcharged, it’s important to get in touch with your supplier as soon as possible. You can request that your supplier justify how they calculated the rise in your energy bill.
"Energy companies must explain in clear terms how they estimated your new energy bill and show evidence of the meter readings they used. You can challenge this calculation if you disagree and request that they lower your direct debit to accurately reflect your energy usage.
“If your supplier won’t reduce your energy payments, you can make a formal complaint to them directly via email, letter or telephone. Be sure to keep accurate records of the people you speak with and any correspondence you have with them. For support with the complaints process, reach out to organisations such as Citizens Advice that have free resources and helplines to help you. Apps such as Resolver can also help you manage your complaint and track its progress.
“Your energy company should respond to your complaint within eight weeks to explain what action they will take with your complaint. If your energy supplier doesn't respond within eight weeks or you are unsatisfied with their response, you can escalate your complaint to the Energy Ombudsman. The Energy Ombudsman is an independent body that will review your complaint and the supplier's argument to make a final decision.”
