Rights to information

cearve51

Shell Energy my fuel supplier withheld my April 2022 bill which should have been generated and available to view at the beginning of May.  I contacted customer service to question this and ask that they make this information available.  I was told that the bill was generated by another department and could take up to 28 days for the information to be available.  I have always been able to view my bill on my account at the beginning of a month up until the April bill.  I have been assured by Shell customer service that I will have both the April Bill and the May bill available by the 17th June 2022.  Am I within my rights to demand this information as if it isn't forthcoming by the timescale given I feel obliged to put in a formal complaint. Considering the price hike we are dealing with (my direct debit has been increased from £67 to £133) It's important that I know how my account stands and don't understand why this information is being withheld.

[Deleted User]

You can request it via a SAR, but far easier to let them generate the statement, as it will be in a far more customer friendly format.

400ixl

If you know the meter reading, the tariff (per KwH) and the standing charge rate then you can calculate this for yourself quite easily in order to know how your account stands.

Its a pain to wait until the 17th June, but its not like you are blind to being able to calculate it for yourself.

IvanOpinion

Can you not calculate it yourself? If not and you have the readings and tariff information then post them on this site and I am sure someone could give you a rough idea.

born_again

Either they are changing the internal systems or they have a issue with their systems. 

You could complain, but all I can see that getting is a sorry you will receive your statement in June.

If you are sending readings in, then you will know how much you have used between billing periods & be able to guess.

Your DD is not a indication of how much you are using per month. It is how much they have estimated the cost of the energy you will use over the year divided by 12.

TELLIT01

I don't imagine Shell Energy are withholding the bill for fun, there is likely to be a system problem causing the delay.  You can demand all you like, but if they haven't been able to generate the bill they can't provide the information.

Ectophile

The problem you'll have with a Subject Access Request is that they are allowed to spend one month finding the data you've asked for.  Unless it's particularly difficult, when they can extend it for a further two months.