Energy providers - Smart meter issue
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If your smart meter is working correctly, you should be able to access a detailed breakdown of your energy usage. If you are worried that your meter is not working correctly, you can use Resolver to submit your concerns to your energy provider.
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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