Problems with your
energy supplier?
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Problems with your
energy supplier?
We're here to help

Energy supplier
problems?
We're here
to help

Ofgem Energy Price Cap Announcement - 16th of May 2022

The price cap on energy bills could be updated every three months to help households under new proposals from Ofgem. The regulator said a more frequent price cap would reflect the most up-to-date energy prices.

energyadvice.scot advisers are available on freephone 0808 196 8660 (Monday to Friday, 9am to 5pm). Advice Direct Scotland also provides a free benefits tool, including Scottish benefits, which can help people check what they are entitled to.

Conor Forbes, head of policy with Advice Direct Scotland, said:

“The recent energy price cap rise has had a devastating impact on household budgets, and it is likely there is worse to come with a further rise this autumn.

“Many Scots are being pushed into financial hardship, so measures to alleviate the pressure are welcome and should be explored.

“Anyone in Scotland who is struggling with their energy bills should not struggle alone – our advisers at energyadvice.scot are available to provide free advice on the support and assistance available to households.

“This includes ensuring you are claiming any benefits you are entitled to by using our free checker tool at www.advice.scot.

 

I've been billed twice for energy by the old supplier and the new one

Being transferred to a new supplier can sometimes result in being charged by both the new supplier and the old supplier or administrator at the same time.

Suppliers have confirmed that this is only caused by setting up direct debit with the new supplier and should not occur if it is set up automatically by the new supplier. Ofgem has confirmed that the previous supplier or appointed administrator should not charge direct debits when direct debit payments are made to a new supplier.

How do I know if I am being charged twice for energy?
Review recent bank statements and check if you have been billed twice for energy. You should account for any payments towards the old supplier to settle your final bill.

What should I do if I am charged by two suppliers?
Firstly, you should cancel any payments you are making to the old supplier. Ofgem has confirmed that their safety net will allow customers to receive any credit they are owed from the old supplier or administrator. You should contact the new supplier and explain the situation. They should arrange for any payments made to the old supplier to be returned to you. This requires them getting in contact with the old supplier and may take several months to complete.

A faster way to get money back from an old supplier is to use the Direct Debit Guarantee Scheme. This will ensure that a full refund is received without delay if any errors have been made. This can be done by contacting your bank or building society.

Important News - Switching Energy Supplier May Prove Problematic

Recent advice to switch energy suppliers in order to save money could prove problematic. Staying with your current energy supplier until the market settles is the best advice, with many comparison websites not allowing quotes to be completed.
 
For more information, visit our Knowledge Centre.

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We provide free, practical advice and information on energy-related matters to the citizens of Scotland.

We can provide advice and information if you:

  • Have an energy enquiry relating to your supplier (no matter how complex)
  • Wish to understand your energy supplier’s complaints process
  • Are experiencing any problems with your energy bills

We provide free, practical advice and information on energy-related matters to the citizens of Scotland.

We can provide advice and information if you:

  • Have basic or complex energy enquiries relating to your supplier
  • Wish to understand your energy supplier’s complaints process
  • Experiencing problems with your energy billing

We provide free, practical advice and information on energy-related matters to the citizens of Scotland.

We can provide advice and information if you:

  • Have basic or complex energy enquiries relating to your supplier
  • Wish to understand your energy supplier’s complaints process
  • Experiencing problems with your energy billing

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Home Energy Scotland offer free, impartial advice to help you stay warm at home, save energy and reduce your carbon footprint. Funded by the Scottish Government, Home Energy Scotland can also help you access financial support to make your home more efficient and cheaper to heat.

You can find out more at www.homeenergyscotland.org or call free on 0808 808 2282