COMPLAINANTS' EVIDENCE GUIDE · UPDATED 28 SEPTEMBER 2026

A promised fresh start.
Then collection began again.

Yu Energy told this residential household in a recorded call that it would write off the balances on both accounts if they switched supplier, then confirmed in writing that the debts were written off. The household switched. Yu later issued a court claim and confirmed it was discontinued after the family provided evidence of the write-off assurance. Months later, Yu instructed a debt collector to demand £2,953.65. This followed years of account errors, poor communication and a winter electricity disconnection that left the family, including an autistic child, without heat, light, running water or a way to cook.

Prepared for the Energy Ombudsman · Case EG011556-26
Alex and Svetlana Player's submission for the Ombudsman's investigation.