# ENERGY SUPPLIER COMPLAINT LETTER
Date: 8 March 2030
Parties: Imogen Price and Calder Energy Supply Limited
## 1. Purpose and parties
To Calder Energy Supply Limited: I am Imogen Price, customer at 24 Seafarers Court, Plymouth PL1 4QX, account CE-88402, MPAN 1900045678912 and MPRN 4012345678. I make a formal complaint about electricity and gas billing and an unresponsive smart meter.
## 2. Facts, scope and terms
I submitted actual readings through the app on 1 December, 1 January and 1 February. Your bills nevertheless used estimates and claimed £3,218.40, while the readings and agreed tariff indicate about £1,146.20. The direct debit was increased from £145 to £410 without a clear explanation.
## 3. Process and responsibilities
Please correct the account using the dated readings, confirm the unit rates and standing charges, refund or credit the difference, and return the direct debit to an evidence-based amount. Please suspend collection of the disputed balance and prevent disconnection while the complaint is being investigated.
## 4. Evidence, records and safeguards
Enclosed are photographs of the meters, app confirmations, bills, tariff sheet and bank statement. The smart meter stopped communicating on 18 January; that technical fault is not permission to replace actual readings with unsupported estimates. Please arrange a safe engineer visit and explain any appointment access.
## 5. Review, escalation and outcome
Please acknowledge this complaint, give a named case owner and provide a substantive response within eight weeks. Your handling should comply with Ofgem licence conditions, including Standards of Conduct and complaint-handling duties, and should consider vulnerability, affordability and clear communication.
## 6. Reservations and practical protections
If unresolved after eight weeks, or if an earlier deadlock letter is issued, I will refer the matter to the Energy Ombudsman and may seek Citizens Advice support. I reserve rights regarding billing, direct debit, supply interruption and compensation; this is not consent to a disputed admission.
## 7. England and Wales law and completion
Service may be posted to Complaints, Calder Energy, 9 Quay Street, Plymouth PL1 2AA or emailed to imogen.price@example.co.uk as separate methods. England and Wales law and the supplier licence framework apply. Yours faithfully, Imogen Price, 8 March 2030.