Where to find out the law that states a provider must provide accurate bills with accurate informati

old_crow

Hi,
for 3.5 months last year, I was responsible for 2 properties. One was empty whilst being renovated. The provider firstly lost one of my bills, and put unexplained charges on, then managed to totally scramble my bills back and forth between the two, and eventually recorded my actual final readings as estimated. I worked out the charges from my usage+ Standing charges+Vat, and paid up all that I owed for that original quarter, but the provider, instead of scrapping the mess and starting again, did some sort of back review, which still added in charges I had already paid., and had unexplained amounts on each bill. Even they couldn't work out what had happened, blaming their new systems, and readily agreed to go to the ombudsman. He has accepted that the review is acceptable, without checking the actual amounts, AND that the bills I've got for my final readings are acceptable despite being labelled as "estimated" Also that my latest bill is correct with these extra charges, as he states, those charges were cancelled on my other bill. They weren't and aren't Now what? I'm on basic pension and can't afford to throw away money. Surely there's a legal duty to provide accurate bills with accurate information on them. Anyone know where I'll find out this information?

D_M_E

If it's not too late, you need to go back to the Ombudsman and complain about their service and ask for a review of their "decision" and insist they actually read what your complaint is about and rule accordingly.

Raxiel

Standard license conditions from ofgem dictate how a supplier can bill you.
https://www.ofgem.gov.uk/licences-industry-codes-and-standards/licences/licence-conditions

Its not statute law, but it would carry the same weight with a judge.

Cardew

old_crow wrote: »

Surely there's a legal duty to provide accurate bills with accurate information on them. Anyone know where I'll find out this information?

It is contained in their licence conditions.


There is a Code for Accurate billing:


https://www.energy-uk.org.uk/publication.html?task=file.download&id=6633


However

This code is not designed to replace standard energy-supply licences and other obligations that every supplier must keep to. Under these obligations, suppliers must:• try to read meters every year; • use actual readings, to improve the accuracy of future bills; • provide clear bills, with information about your tariff and how much energy you use; • tell you beforehand about any price increase or changes to your contract which would put you at a disadvantage; • provide a range of payment options to help you pay any outstanding bill; • have extra support and protection for vulnerable customers; and • have complaints processes for when things go wrong