If your energy bills have become unmanageable and you are considering raising a dispute it is important to read through the following information to make sure you are taking the right steps. Disputing your bill may not be the best way to get the help you need.

If you're struggling to afford your energy bills your first step should be to let us know by emailing support@ophelos.com. If you keep us up to date about your circumstances we'll be able to:

• Suggest more specific resources that may help you
• Discuss your options to find something to suit you
• Give you some space if you need time to look into the support available
• Keep your lender or supplier up to date so you don’t have to (please note we can only contact companies who have passed your account to us)

There is help available if you can’t afford your bills

Click here to find more information on the grants and schemes available to help pay for your bills, and further advice on heating your home and reducing energy costs.

What happens if I raise a dispute?

When you dispute your bill, your energy company will try and work out if you have been charged the correct amount based on what you have used.

Before you consider raising a dispute, it’s important to check why your bill could have increased. This could be for a simple reason, or because of the general increase in energy prices. To keep up to date on the current energy price cap you can check the OFGEM website.

If you don’t understand why your bill has increased you should contact your energy supplier for an explanation. If there has been a mistake you can talk to them about raising a dispute.

What happens if my energy supplier rejects my dispute?

If your supplier does not uphold your dispute you will still be liable to pay what they have charged you. If you have not been paying your bills while you have waited for an outcome it is also likely your owed balance will increase.

Your energy supplier may take action against you if you don’t engage with them or tell them that you are struggling to pay. This could involve passing your account to a debt collection agency, or installing a prepayment meter in your home. Failure to make regular payments may also affect your credit score.

If you have raised a dispute and need further help

You can contact the Citizens Advice consumer helpline if you have a problem with your energy supplier and don’t know what next steps to take.

If you are not happy with the way your account has been managed you can also look into your options with the Energy Ombudsman. Please be aware that you need to have already been through a complaints process with your energy supplier before you contact them for help. If your complaint is not upheld, it is likely you will be liable to pay any debt that has built up in the meantime.

If you’re worried about your debt increasing it might be worth considering seeking debt advice.