Green deal - Information incorrect

Based on our experience to date, if you find that your account information is incorrect, resolver recommends that you contact your supplier, and inform them of the mistake. Keep a note of who you speak to and the outcome of your conversation or email to ensure the issue is addressed correctly. Ask your supplier to send you a written confirmation that your account details have been changed.

If the incorrect information affects your inability to pay your bills and causes you inconvenience then you should write a formal letter of complaint to your energy supplier's customer service department setting out what has occurred, why it was their responsibility and what redress you seek. You may be able to obtain an apology or nominal compensation. In the event of very severe inconvenience then you may be able to escalate to the Ombudsman to obtain compensation.

There is a Code of Practice which sets out requirements designed to ensure that all Green Deal Participants and Certification Bodies:

• operate fairly and transparently;

• deliver good customer service;

• have appropriate levels of training;

• and provide appropriate redress mechanisms for customers.

Green Deal Participants and Certification Bodies must ensure that a copy of this Code of Practice is made available, free of charge, to anyone who requests it. This should help you to understand your specific rights if something goes wrong.

A copy can be found here: