Problems with bills
Power, gas, phone, water - the list of bills can seem endless. Which makes it even more important you don't get ripped off. We show you how.
Common sense
Keep your contracts and bills in a file where you can easily refer to them if there is a problem. Make sure the right names are on the bill. Know how the charges are calculated, and which kind of payment scheme you are signed up for. This way it is easier to spot a mistake early on.
Gas bills
If your gas bill seems much too high, see if it has been taken from an estimate. If so, ask for a meter reading, which will often be much lower than the estimate. If you have a complaint about the bills or the service, raise the matter directly with the gas company to begin with. Be polite but firm with the people you speak to and remember to note down the times and dates of any phone calls, and the person you spoke to.
Ask for written details of their complaints procedure and compensation scheme. If you are still not happy, get in touch with gas and electricity watchdog Consumer Direct (NIAUR in Northern Ireland). They may take the matter up on your behalf.
Phone and broadband bills
If you think the charge is too high, check your contract and look carefully at your itemised bill. Your only hope is to spot unauthorised use of your phone (has your kid sister been stealing it to call her mates?) or a fault that is the responsibility of the phone company.
If you are going to complain, ask the company for a copy of their code of practice and complaint handling procedure.
If you have no luck with the phone company you can try an Alternative Dispute Resolution (ADR) scheme. There are currently two ADR schemes Otelo and CISAS and they act as an independent middleman between the service provider and the customer when things go wrong.
Ofcom, who regulate the telecommunications industry, have a downloadable booklet explaining the complaints process. Alternatively, you can contact them on 0300 123 3333 for more advice.
Pay TV bills
If you aren't happy with the service you have receievd from your satelite or cable TV provider, you should in the first case complain to the company that provides the service.
If that doesn't resolve the issue, who you can complain to depends on whether you pay-TV package is the part of bundle of services or not. If it is bundled with your broadband and telephone, you can go Alternative Dispute Resolutions schemes (ADR) schemes mentioned above.
If your package is a standalone TV service from a single provider should contact Consumer Direct (ConsumerLine in Northern Ireland) if you are still dissatisfied.
Water rates
If your bill is wrong, or the services you have paid for are not supplied, take this up with the water company directly. Remember to note all calls that you make to them, and keep copies of any letters that you send. Ask for their code of practice and compensation scheme details.
If you are still having problems, get in touch with Ofwat, the government watchdog by phoning 0121 625 1300 (NIAUR in Northern Ireland). You can also make a local complaint with the nearest Customer Services Committee, by getting their number from Ofwat.
Getting expert help
If you are having problems with any of your bills, you should chat with an experienced advisor for help, such as someone at your local Citizens Advice Bureau.
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