Home » Demystifying the Energy Claim Process: A Step-by-Step Guide for UK Consumers

Demystifying the Energy Claim Process: A Step-by-Step Guide for UK Consumers

by Ariadna

Are you tired of feeling overwhelmed and confused when it comes to navigating the energy claim process in the UK? Well, fret no more! We’ve got you covered with our comprehensive step-by-step guide that demystifies this often daunting journey. From understanding your rights as a consumer to submitting a successful claim, we’re here to empower you with all the knowledge and tools necessary for a smooth and hassle-free experience. So grab your cuppa, sit back, and let us take you on an enlightening ride through the intricacies of the energy claim process. Get ready to reclaim what’s rightfully yours!

Introduction to energy claims in the UK

Energy claims refer to legal proceedings where consumers seek compensation for overcharging or mis-selling by their energy supplier. In the UK, energy claims have become increasingly common as more and more people are becoming aware of their rights as energy consumers.

The rules and regulations surrounding energy claims can be complex and confusing, which is why we have created this comprehensive guide to demystify the process for UK consumers. In this section, we will provide an overview of what energy claims are, who can make them, and what types of issues they cover.

What are Energy Claims?

Energy claims are a type of legal action that consumers can take against their energy supplier if they feel they have been overcharged or misled. This can include things like incorrect billing, hidden fees or charges, and misrepresentation of tariffs or contract terms.

These claims may also arise from regulatory breaches by the supplier such as failure to comply with price caps set by Ofgem (the Office of Gas and Electricity Markets) or failing to meet customer service standards. The aim of an energy claim is to seek compensation for any financial losses incurred due to these actions.

Who Can Make Energy Claims?

Any domestic consumer in the UK who has been affected by overcharging or mis-selling by their energy supplier can make an energy claim. This includes customers on standard variable tariffs (SVTs), fixed-rate tariffs, prepayment metres, and even those on renewable tariffs.

It’s important to note that small businesses (also known as microbusinesses) can also make energy claims, but the process and regulations may differ slightly for them.

What Types of Issues Do Energy Claims Cover?

Energy claims can cover a wide range of issues related to overcharging or mis-selling by energy suppliers. Some common examples include:

  1. Incorrect Billing: This can include situations where the supplier has charged the customer for energy they did not use, or where the bill amount does not match the agreed-upon tariff or contract terms.
  2. Hidden Fees/Charges: Suppliers are required to clearly disclose all charges and fees associated with their services, but sometimes these fees may be hidden or not clearly explained to customers.
  3. Misrepresentation of Tariffs/Contract Terms: This occurs when suppliers mislead customers about the details of their tariffs or contract terms, such as promising lower prices than what is actually charged.
  4. Regulatory Breaches: Energy suppliers are subject to strict regulations set by Ofgem, which includes price caps and customer service standards. If a supplier fails to comply with these regulations, it may result in an energy claim from affected customers.
  5. Switching Issues: When a customer switches their energy supplier, there may be issues with incorrect billing or charges from the previous supplier that need to be resolved through an energy claim.

It’s important to note that these are just some examples of common issues covered by energy claims. If you believe you have been overcharged or misled by your energy supplier in any way, it’s best to seek legal advice to determine if you have a valid claim.

Energy claims provide consumers with a means to seek compensation for overcharging and mis-selling by their energy supplier. Any domestic consumer in the UK can make an energy claim, and it can cover a variety of issues such as incorrect billing, hidden fees, and misrepresentation of tariffs or contract terms. It’s important for consumers to be aware of their rights and seek legal assistance if they believe they have grounds for an energy claim.

Understanding your rights as a consumer

As a consumer, it is important to understand your rights when it comes to making claims for energy-related issues. This can help you navigate through the process more confidently and ensure that your rights are protected. In this section, we will provide an overview of the key rights that UK consumers have in regards to energy claims.

  1. The right to receive accurate and transparent information: As a consumer, you have the right to be provided with accurate and transparent information about the products or services you are purchasing. This includes details about pricing, terms and conditions, cancellation policies, and any additional fees or charges.
  2. The right to cancel contracts: Under UK law, consumers have a 14-day cooling-off period during which they can cancel their contract without any penalty. This applies to most energy contracts as well. If you wish to cancel your contract within this period, make sure to do so in writing and keep evidence of your cancellation request.
  3. The right to switch suppliers: Consumers have the right to switch energy suppliers at any time if they find a better deal or are not satisfied with their current supplier’s service. Switching is now easier than ever before with many comparison sites available online.
  4. The right to fair treatment: Energy companies must treat their customers fairly at all times. This means providing prompt responses to queries or complaints and resolving them in a timely manner.
  5. The right to accurate billing: You have the right as a consumer to receive accurate bills based on actual metre readings rather than estimated readings. If you believe your bill is incorrect, you have the right to challenge it and request a correction.
  6. The right to be protected from unfair practices: Consumers are protected against unfair practices by energy suppliers, such as misleading sales tactics or hidden fees. If you believe you have been treated unfairly, you can make a complaint to the supplier or escalate it to an independent ombudsman.
  7. The right to seek compensation: In certain circumstances, consumers may be entitled to compensation for energy-related issues, such as prolonged power outages or poor service. You can make a claim for compensation directly with your supplier or through the Energy Ombudsman if needed.

It is important to note that these rights may vary depending on your specific energy contract and terms and conditions. It is always recommended to read through your contract carefully and reach out to your supplier for any clarification or concerns.

In addition to these rights, there are also laws in place to protect consumers from unfair energy contracts and prices. The Office of Gas and Electricity Markets (Ofgem) regulates the energy market in the UK and has strict guidelines in place for suppliers to follow. If you believe your rights have been violated, you can contact Ofgem for assistance.

Step 1: Gathering evidence of overspends

Before you can begin the process of making an energy claim, it is essential to gather all the necessary evidence to support your case. This step is crucial as it will determine the success of your claim and the amount of compensation you may receive.

Here are the steps you should take when gathering evidence of overspends:

  1. Collect all your energy bills: The first step in gathering evidence is to collect all your energy bills for at least the past 12 months. These bills will serve as proof of payment and show any significant discrepancies or inconsistencies in your charges.
  2. Check for incorrect tariffs: Review each bill carefully and make sure that you have been charged according to the tariff agreed upon with your energy provider. If you notice any discrepancy, make a note of it and keep it for later use.
  3. Keep track of metre readings: It is essential to keep track of your metre readings regularly. This will help you compare them with what is stated on your bill and identify any potential overcharging by your energy provider.
  4. Look out for additional charges: Your energy bill should only include charges related to gas or electricity consumption, so be on the lookout for any additional fees or charges that seem unfamiliar.
  5. Gather supporting documents: In addition to energy bills, other documents can also serve as valuable evidence in supporting your claim. These may include photographs showing faulty metres or appliances, receipts from repairs caused by faulty equipment, or correspondence with your energy provider.

Step 2: Contact your energy provider

Once you have gathered all the necessary evidence, the next step is to contact your energy provider. You can do this by phone, email, or through their online customer service portal.

When contacting your energy provider, make sure to:

  1. Explain the issue: Clearly state the reason for your complaint and provide details of the evidence you have collected to support your claim.
  2. Request a refund: If you have been overcharged, ask for a refund of the excess amount paid.
  3. Propose a resolution: Suggest a solution that you believe is fair and reasonable based on the evidence you have gathered.
  4. Keep records: Make sure to keep records of all communication with your energy provider, including dates, times, and names of people spoken to.

Step 3: Escalate your complaint

If your initial contact with your energy provider does not result in a satisfactory outcome, it may be necessary to escalate your complaint further. This could involve contacting a higher authority within the company or submitting a formal complaint through their complaints procedure.

If this still does not resolve the issue, you may need to seek help from an ombudsman service or take legal action through a small claims court.

Step 4: Seek professional advice

If you are unsure about the process of making an energy claim or need help with gathering evidence, it is advisable to seek professional advice. This could be from a consumer rights organisation, a lawyer, or a claims management company that specialises in energy claims.

They will be able to guide you through the process and provide support and advice on how to proceed with your claim.

Making an energy claim can be a lengthy and complicated process. However, by following these steps and seeking professional help when needed, you can increase your chances of success and potentially receive compensation for any overspends on your energy bills.


As we have seen, the energy claim process can seem daunting and confusing at first glance. However, by following these simple steps, UK consumers can easily navigate through the process and ensure that their rights as energy customers are protected. Remember to always keep records of your communications with energy suppliers and seek independent advice if needed. With this guide, you can confidently handle any potential issues with your energy supplier and make sure you are getting the best deal possible for your household’s needs.

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