Energy providers - Incorrect debt collection activity
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If you are receiving debt collection notices but you do not believe you owe your energy provider any money, it is important that you let the company know as soon as possible.
If you are receiving bills in another person’s name, it is important to understand who is liable for the bill. If you originally requested the energy supply to your home, you are responsible for the bills.
You could still be responsible even if the person whose name is on the bill no longer lives at your and you are using the supply.
If you are a tenant
If you are a tenant and the energy supply is in your landlord’s name, you will need to check your tenancy agreement to determine who is responsible for paying the energy bill.
If you are living with other people
Anyone who is legally responsible for the property can be pursued for an energy debt if the person whose name is on the bill doesn't pay it. Your energy provider does not have to give you more time to pay the bill, but must explain the situation clearly as this will help resolve the issue.
You should know
- If you want to change any personal details, contact your supplier via Resolver, and inform them of the change as soon as possible
- Once you have submitted your information to the energy company, they should acknowledge your case with 14 days
- Be clear and focused when you raise an issue. Explain clearly what happened and what you want to achieve.
- All energy companies have to meet high standards of service, set by industry watchdog Ofgem.
- If you are unhappy with any outcome you have the right to take your case to the Energy Ombudsman (Ombudsman Services) for independent assessment. Resolver will remind you when you can escalate your case.
Once you have submitted your information to the energy company, they should acknowledge your case with 14 days. Ensure you keep a copy of all communications. Resolver automatically does this for you.
What if you cannot resolve the issue?
After eight weeks you can send the case to Ombudsman Services for the big six energy providers (British Gas, EDF, Scottish Power, e.on, Scottish Southern Energy (SSE) and npower), as well as smaller supliers. The Ombudsman Service will independently investigate your case, and resolver will you remind you when you can send your case over to the Energy Ombudsman. The exception is if the energy company sends you a 'deadlock letter' - then you can send your case file to the Ombudsman immediately.
You can still take your energy company to court if you still do not agree with the outcome but only use this as a last resort.
If you need to submit your issue you can use Resolver for free
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