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What to do if your energy provider miscalculates your bills

Around 18,000 households are set to receive compensation after the regulator found suppliers Ovo Energy and Good Energy had overcharged customers during the energy crisis  (Jacob King / PA)
Around 18,000 households are set to receive compensation after the regulator found suppliers Ovo Energy and Good Energy had overcharged customers during the energy crisis (Jacob King / PA)

Ovo Energy customers have been wrongly hit with bills of up to £116,000 for a month’s energy expenditure after their bills were miscalculated, according to the BBC.

The energy ombudsman has upheld some of their complaints but many are still waiting for their accounts’ debts to be recalculated.

In response to the miscalculated bills, an Ovo spokesperson has shared: “We are very sorry for shortfalls in service. Our teams have looked into the cases shared with us by the BBC with urgency and, in many cases, provided a resolution.”

But what can customers do if their energy bills have been miscalculated? Here is everything you need to know.

What to do if your energy bills have been miscalculated

Following the BBC’s coverage, an energy ombudsman spokesperson has advised customers on what they can do if they are unhappy with the service they receive, including miscalculated bills.

They advised that, as a first port of call, customers try to get in touch with their energy providers to resolve the issue. You can do this via an email, a letter, or a phone call. It will be wise to keep a record of your exchanges with the company.

If you are unable to get a hold of your provider or they don’t offer you any satisfactory solutions for longer than eight weeks, then they can get in touch with the energy ombudsman. The ombudsman service is independent and free to use.

You are obliged to send your complaint to the ombudsman within 12 months of receiving the deadlock letter or the final response from your energy supplier. They will then study your case and make a decision about how your issue can be resolved and whether you’re due any apologies or compensation.

How do you report your energy provider?

Reporting your energy provider to the ombudsman is a fairly straightforward process.

Explain your problem, provide evidence, and share some personal information so the ombudsman can assess the situation fairly.

They might ask you to show evidence of when you first noticed the issue and when you complained to your energy provider. They will also be interested in seeing any copies you might have of correspondence or details of phone calls you’ve had. For instance, they might ask you about these exchanges’ dates and times.

Once you’ve supplied the necessary evidence, the ombudsman will carry out a full assessment, trying to look at both sides of the story, the legal requirements, other relevant regulations, and what is considered good industry practice.

They will come up with a resolution that your energy provider has to follow. If they fail to do so, you have the legal right to take them to court.