Introduction to Gas and Electric Issue Letters
Gas and electricity issues are among the most common problems faced by UK consumers. These can include incorrect or confusing bills, unexpected price increases, service interruptions, and disputes over contracts or meter readings. When these problems arise, it’s important to communicate clearly and keep a formal record of your concerns.
Writing a formal letter to your supplier helps ensure your complaint is properly documented and increases the chances of a prompt resolution. Under UK consumer law, including regulations such as the Consumer Rights Act 2015 and Ofgem’s standards of conduct for energy suppliers, you have the right to expect accurate billing, reliable service, and fair treatment. If your supplier fails to meet these obligations, you are entitled to raise a complaint and seek a remedy.
To make this process easier, we offer practical letter templates tailored to common gas and electricity issues. Using these templates can help you state your case clearly and ensure your rights are protected. If you need support with other types of consumer disputes, you may also find our consumer law letter templates useful.
Common Issues with Gas and Electricity Suppliers
Gas and electricity customers in the UK often encounter a range of issues with their suppliers. Some of the most common problems include back billing (where you’re charged for energy used long ago, often due to supplier error), unauthorized transfers to a different supplier without your consent, mis-selling of tariffs or products, and unexpected service interruptions. These issues can lead to financial stress, confusion over your rights, and disruption to your daily life.
Under rules set out by Ofgem and consumer protection laws like the Consumer Rights Act 2015, suppliers must treat customers fairly, provide accurate bills, and ensure any changes to your account are properly authorised. If these obligations aren’t met, you have the right to complain and seek a resolution.
To help you address these situations, we provide clear letter templates for each type of problem. Whether you’re disputing an incorrect bill, challenging a supplier switch you didn’t agree to, or reporting a service outage, our templates are designed to help you communicate your concerns effectively and assert your rights. For more detailed guidance on your rights and the steps you can take, see our overview on problems with your energy supply or supplier.
Back Billing Complaints
Back billing happens when your gas or electricity supplier sends you a bill for energy you used in the past but were not previously charged for. This can be a problem if you suddenly receive a large, unexpected bill covering months or even years. Ofgem’s back billing rules generally prevent suppliers from charging you for energy used more than 12 months ago if the delay was their fault.
If you believe you’ve been unfairly back billed, it’s important to raise a formal complaint in writing. This helps clearly state your concerns and creates a record of your communication. You should outline the details of the bill, reference the relevant Ofgem rules, and explain why you think the charge is incorrect.
For practical steps and a ready-to-use letter template, visit our guide on how to complain to a supplier about back billing. This resource will walk you through the process of making an effective complaint and seeking a fair resolution.
Repaying Debt to Your Energy Supplier
Managing energy debts is crucial to avoid further financial difficulties or the risk of disconnection. If you’re struggling to pay your gas or electricity bills, it’s important to contact your supplier as soon as possible to discuss your options. Under UK consumer protection laws and Ofgem guidelines, energy suppliers are required to offer fair and reasonable repayment plans based on your ability to pay.
Writing a clear repayment letter helps set out your situation and proposed payments, reducing the chance of misunderstandings. Your letter should include details like your account number, the amount owed, your current financial circumstances, and your suggested repayment arrangement. For practical guidance and a ready-to-use template, see our letter for repaying debt to your energy supplier. This resource will help you communicate effectively with your supplier and work towards a manageable solution.
Complaints About Energy Mis-selling
Energy mis-selling happens when a supplier gives misleading information or uses unfair sales tactics to persuade you to switch energy providers or sign up to a new tariff. This can include false claims about savings, failing to explain contract terms, or switching your supply without your consent. Such practices are against rules set by Ofgem and may breach the Consumer Protection from Unfair Trading Regulations 2008.
If you believe you have been mis-sold an energy contract, it’s important to raise your concerns directly with your supplier. Making a formal complaint in writing helps ensure your issue is documented and can lead to a faster, clearer resolution. For help getting started, you can use our letter to complain about energy mis-selling template, which is designed to set out your concerns clearly and assert your rights as a consumer.
Unauthorized Transfers of Energy Accounts
Unauthorized transfers of energy accounts happen when your gas or electricity supply is switched to a different provider without your permission. This can cause unexpected bills, service disruptions, and confusion about your rights as a customer. Under Ofgem regulations and the Energy Switch Guarantee, energy suppliers must not transfer your account without your clear consent.
If you discover your account has been switched without your approval, it’s important to act quickly and communicate clearly with your supplier. Raising a formal complaint helps protect your rights and can speed up the process of returning your account to the correct supplier.
For practical guidance and a ready-to-use letter to complain to energy supplier about transfer without consent, visit our dedicated template page. This resource will help you set out your complaint effectively and seek a prompt resolution.
General Complaints to Your Energy Supplier
Raising a general complaint with your energy supplier is an important first step if you’re unhappy with their service or have an unresolved issue. To make your complaint as effective as possible, clearly describe the problem, include relevant account details, dates, and any evidence you have (such as bills or correspondence). Under the Consumer Rights Act 2015 and Ofgem’s standards of conduct, energy suppliers must handle complaints fairly and provide a prompt response.
When writing your complaint, keep a copy of your letter and any replies for your records. This can be vital if you need to escalate your case later.
For a ready-to-use template and further guidance, see our letter to complain to your energy supplier page.
Switching Energy Supplier with a Prepayment Meter
Switching energy supplier when you have a prepayment meter can sometimes be more complicated than switching with a standard credit meter. Some suppliers may have restrictions, especially if you owe more than £500 on your meter, as set out in Ofgem’s rules. It’s important to check your balance, clear any outstanding debts if possible, and make sure your meter is working properly before starting the switch.
If you want to switch suppliers, you may need to write a formal letter to your current or new provider. This helps ensure your request is clear and can speed up the process. For step-by-step guidance and a ready-made template, see our letter to switch energy supplier if you have a prepayment meter.
Before switching, consider whether your new supplier supports prepayment meters and if there are any fees or changes to your tariff. For more details on your rights and how to communicate with suppliers, follow the link above.
How to Use These Letter Templates Effectively
When using our letter templates, it’s important to tailor them to reflect your own circumstances. Start by updating the template with your personal details, account number, and any specific information about your issue – such as dates of incorrect bills or details of service interruptions. Including clear, factual evidence (like copies of bills, emails, or photos) will help strengthen your case and show the supplier you’re serious about resolving the problem.
Under the Consumer Rights Act 2015 and Ofgem’s Standards of Conduct, energy suppliers are required to handle complaints fairly and promptly. To ensure your complaint is officially recognised, always send your letter by recorded delivery. This provides proof that your supplier received your letter, which can be important if you need to escalate your complaint later.
Finally, keep copies of all letters and supporting documents you send or receive. Having a clear record will make it easier to track your complaint and provide evidence if your case needs to go to the Energy Ombudsman or another dispute resolution body.
Further Support and Next Steps
If your gas or electricity supplier does not resolve your complaint to your satisfaction, you have further options under UK consumer law. Suppliers are required to handle complaints fairly and promptly under rules set by Ofgem and the Consumer Rights Act 2015. If, after eight weeks, your issue remains unresolved – or if you receive a “deadlock letter” from your supplier stating they cannot do more – you have the right to complain to the Energy Ombudsman. The Ombudsman is an independent body that can investigate your case and, if appropriate, require the supplier to take action such as making an apology, correcting the problem, or offering compensation.
If your complaint involves a power cut or supply interruption, you may also be entitled to compensation. Find out more about your rights to get compensation if you have a power cut.
For general guidance on dealing with problems with your energy supply or supplier, including issues with billing, contracts, or customer service, you can access practical advice to help you take the right steps.
If you are a customer of a specific provider, such as Co-op Energy, you can find tailored Co-op Energy information about your consumer rights and how to address common concerns.
To help you manage your energy usage and keep costs down, explore our energy management tips for practical ways to save money and reduce your bills.
Related Letter Templates for Consumer Issues
When dealing with gas and electricity issues, you may find that your situation overlaps with other consumer problems. To help you address a wider range of concerns, we offer a variety of related letter templates tailored to different scenarios. For example, if your energy dispute is linked to a faulty product or a service failure, our letter templates for problems with goods or services and letter templates for problems with services can help you set out your complaint clearly and assert your rights under the Consumer Rights Act 2015.
If you need to cancel a contract for goods or services – perhaps due to persistent billing errors or poor service from your supplier – our letter templates for cancelling goods or services provide straightforward wording to support your request, referencing your rights under the Consumer Contracts Regulations 2013.
Financial disputes with your supplier, such as credit issues or problems with refunds, may also arise. In these cases, our credit letter templates can assist you in communicating with your provider and seeking a fair resolution.
For more general consumer issues, such as needing to address a matter when you’re unsure who to contact, our “To Whom It May Concern” letter templates offer adaptable formats suitable for a variety of situations.
Lastly, if your consumer complaint relates to cancelled or disrupted holidays – perhaps due to issues with energy supply at your accommodation – our letter templates for problems with holidays can help you assert your rights under the Package Travel Regulations.
Exploring these related templates can make it easier to handle a range of consumer law issues confidently and effectively.
