The microbusiness in this case study, a bridal shop, recently switched to a new supplier who used an estimated opening reading and billed against incorrect actual readings due to a faulty meter.
The microbusiness in this case study, a bridal shop, recently switched to a new supplier who used an estimated opening reading and billed against incorrect actual readings due to a faulty meter. This resulted in a significant, incorrect balance of £22,897.46 being charged to the microbusiness which had commenced automated repayment.
The microbusiness provided photographs of the gas meter confirming the meter readings, and despite raising a complaint with the supplier, the matter remained unresolved. The microbusiness asked for an accurate bill that reflected actual meter readings.
Supplier’s response
The new supplier acknowledged the opening meter reading remained in dispute, so they were actively communicating with the previous supplier to agree an opening/closing meter reading for the day of transfer. The supplier also stated a recent site visit had confirmed that the meter sent meter readings that were too high and not in line with the meter readings on the microbusiness’ photographs. The supplier had taken steps to correct the meter and the billing in line with the actual meter readings but stated they’ll remain in contact with the old supplier to resolve the dispute with the opening reading.
Decision
We ensured that the new supplier corrected the meter and billing issues, so the microbusiness was billed accurately going forward. We acknowledged the evidence the microbusiness provided, which included photographs of a meter reading taken on the day of the transfer to the new supplier and displayed a significantly different reading to the estimated figure.
As a result, the supplier was required to amend the opening meter reading on the account, which resulted in a refund of £4,062 to the microbusiness.
We agreed the microbusiness had also experienced shortfalls in service due to the incorrect billing and a large amount taken from the microbusiness bank account, and therefore requested the supplier also provide a financial award to reflect the time and trouble caused.
format_quoteMicrobusiness feedback“My complaint was dealt with fairly in a timely manner with plenty of communication. My agent kept me informed throughout the process and although she was impartial, she was also approachable and was able to explain industry norms to me from a knowledgeable and professional viewpoint.”
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