Of course we’ll do our best to make sure there are never any problems with your bill, and if something does go wrong, we’ll probably spot it right away. Then our team will focus on putting it right before you even notice it.
If so, we may email you to explain what’s happened and make sure you’re kept ‘in the loop’.
By law, we have to include a lot of information in your energy bill. This can make it look very complex and confusing. If you’re struggling to understand your bill and work out what it all means, you can find a fully itemised list and explanation here.
However, if you’re certain something’s wrong with your bill, or it doesn’t tally with what you were expecting, please email us at firstname.lastname@example.org or call us on 0800 5999 440. Our friendly team will be available to help you at any time from 8am until 8pm Monday to Friday, or from 9am until 5pm on Saturdays.
This is something we take very seriously so we’ll work hard to get to the bottom of any issue as quickly as possible. If we can’t work out what’s happened and put it right or explain it to your satisfaction straight away, we’ll get back to you as soon as we can.
When you call us, please have your bill open (either printed out or onscreen) so you can tell us exactly where the mistake is, and answer any questions from our team. That will make it much quicker and easier for us to sort out any problems.
It can also help to speed things up if you can give us up-to-date meter readings when you call. You can find out more about how to give a meter reading here.