Insulation - Information incorrect

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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 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.

resolver can help you to deal with any issues arising quickly, without hassle and for free! As a first step we can help you write your complaint. Click the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with the company, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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