If your energy supplier has increased your direct debit payments

Summary

It's important you send monthly meter readings. This will help your supplier set your direct debit payments at the right level. You'll then be less likely to owe them extra money. Check how to read your meter. You can challenge the increased direct debit payment amount with your supplier if you disagree with it. Ask your supplier to justify how they calculated the new amount. They must explain clearly how they reached the figure they want to charge, and give you the meter readings they used. When you look at the meter readings, check them against the meter readings on your bill to see if they are the same. Remember that your usage will be higher in the winter months. You might want to try to claim back money from your supplier if you've paid too much. If you’re still not happy with your supplier’s calculation, ask your supplier to lower your monthly payments to more accurately reflect your energy use. If they won't lower your payments to reflect your usage, you should make a formal complaint to your supplier. You might be able to make 'variable direct debit payments' instead of paying the same each month. This means you’ll usually have lower bills in the summer and higher bills in.

Key information

• It's important you send monthly meter readings. This will help your supplier set your direct debit payments at the right level. You'll then be less likely to owe them extra money. Check how to read your meter.
• You can challenge the increased direct debit payment amount with your supplier if you disagree with it.
• Ask your supplier to justify how they calculated the new amount. They must explain clearly how they reached the figure they want to charge, and give you the meter readings they used.
• When you look at the meter readings, check them against the meter readings on your bill to see if they are the same. Remember that your usage will be higher in the winter months.
• You might want to try to claim back money from your supplier if you've paid too much.
• If you’re still not happy with your supplier’s calculation, ask your supplier to lower your monthly payments to more accurately reflect your energy use.
• If they won't lower your payments to reflect your usage, you should make a formal complaint to your supplier.
• You might be able to make 'variable direct debit payments' instead of paying the same each month. This means you’ll usually have lower bills in the summer and higher bills in the winter.
• Check if your energy supplier offers variable direct debit payments - if they don't you could switch energy supplier.
• If you change to a variable direct debit payment and you don’t have a smart meter, you’ll need to send monthly meter readings to your energy supplier.
• There are steps you should take if you're struggling to pay your energy bills to make sure you don't end up in debt. Check what to do if you're struggling to pay your energy bills.
• You might be able to get extra help from the government or your energy supplier. Check if you can get grants and benefits to help pay your energy bills.

Practical guidance

• Source: If your energy supplier has increased your direct debit payments

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