How to complain

I’d like to know how to make a complaint about Bulb. I officially switched on 9th sept and was told within 48hours that my price was rising by 10%. Something which I should have been informed about when applying to switch since current customers clearly had been informed. A few days later I got a message to say my direct debit amount needed to increase. This means that within a week of being a bulb customer my monthly payment had risen by almost £50! I feel I’ve been completely mis-sold this switch and am now paying more than with my previous supplier even after their price rise.
I can’t find the info I need on the website and have asked via Facebook messenger 3 times now and been ignored each time.

From Bulb’s website:
https://bulb.co.uk/complaints/

I officially switched on 9th sept and was told within 48hours that my price was rising by 10%. Something which I should have been informed about when applying to switch since current customers clearly had been informed.

I received the official notification of the price rise on the 10th and I was an existing customer. Although Bulb did give a ‘heads up’ that they might have to increase prices if wholesale prices don’t come down in August on their blog - https://bulb.co.uk/blog/wholesale-energy-market-update-august - but there was nothing official before the 9th (and wholesale prices actually went up 15% between August and September https://bulb.co.uk/blog/energy-price-watch-changes-to-our-energy-prices-sept ).

If you signed up before the price rise (which by sounds of things you did), you’ve got 60 days of the ‘quoted price’ before the new price comes into effect.

A few days later I got a message to say my direct debit amount needed to increase.

I believe Bulb doesn’t get your ‘official historical reads’ (i.e. from your previous suppliers) until the switch is complete: if you just entered ‘estimated’ details (i.e. number of rooms instead of Kwh) on the quote page, the monthly budget would have been based on that estimate. In this case it seems your ‘official history’ shows you use more gas/electric than the ‘typical X bedroomed’ property in your region and so Bulb revised their estimate.

am now paying more than with my previous supplier even after their price rise.

When comparing utility prices, do NOT look at the ‘Monthly/Yearly’ prices - look at the standing charges/Kwh tariff prices: that’ll provide you with a more accurate details about who is cheaper if that is the sole driving force (personally, when I switched to Bulb - and I have since rechecked prices - they were never the ‘absolute cheapest’, but their green energy policy and the better customer support than my old provider(s) was a key issue).

Also when comparing prices, check the ‘tariff type’ - Bulb only has a ‘Variable Rate’ tariff which means it can change at "any time’ (they need to legally give you 30 days notice - Bulb gives customers 60 days), ‘Fixed Rate’ tariffs means you’ll pay the same price for the length of the ‘lock in’ contract, but are usually a bit higher priced as the utility company ‘hedges their bets’.

It’s worth noting that Bulb does NOT have a ‘minimum contract length’ nor does it have ‘Exit fees’: so you are free to move at any time to another supplier for any reason without any charges from Bulb (apart from the gas/electric used obviously :wink: ). Other providers do tend to ‘lock’ you in for a year or so or charge quite high ‘exit fees’.

If you need to contact Bulb their details are on https://help.bulb.co.uk/hc/en-us/articles/115001240291-How-can-I-get-in-touch-with-Bulb- and if you feel customer services are unwilling to help you (remember that they won’t be able to decrease their prices ‘just for you’ and they won’t stop you moving to a cheaper provider if that is what you want), then the complaints details are on https://help.bulb.co.uk/hc/en-us/articles/115001228431-How-can-I-make-a-complaint- along with how to escalate the complaint if necessary.