Blame Games and a £3,000 Bill: How Kamlesh’s simple supplier switch became a legal nightmare

Kamlesh’s attempt to leave his current water supplier and move to a cheaper tariff should have been straightforward: just a simple switch, nothing more. Instead, it became a mess of poor communication and broken promises. Both the old and new supplier, as well as the company that was supposed to handle the transfer, let him down spectacularly. Every time he reached out for answers, the buck was passed back and forth, each company insisting the other was responsible.

The lack of clear information, or even basic communication from anyone involved has now pushed Kamlesh into a seriously difficult position, one he never imagined he’d end up in: because of mistakes he didn’t make and bills he shouldn’t owe, he’s being pursued in court.

This is Kamlesh’s story…

Back in 2023 I wanted to switch my business water account from Castle Water to another supplier that was offering a much cheaper tariff. The switch was facilitated by the company PowerSwitch.com – who promised to set up my new contract and cancel my previous contract with Castle Water.

After paying the final bill, I thought my account with Castle Water was clear and closed. But in mid-July I started receiving bills from them again. I was very confused and queried my broker at Powerswitch who said that I needed to speak to Castle Water myself. I called them – and was told that I had not paid my most recent bills. Now I was even more confused. I told them that I had switched suppliers months before. It was then that I was informed that I had not switched at all – my transfer had in fact been rejected!

The person I spoke to at Castle Water said that I should have been informed of this by the other supplier – the first of what would become many times where one company pointed the finger at another, blaming anyone but themselves for the lack of information I’d received.

I found it really hard to believe that my attempt to switch had failed and all these months had passed without me being made aware of it…

Initially, I found it hard to believe that my attempt to switch had failed and all these months had passed without me being made aware of it. I went back to PowerSwitch but it was immediately clear that they were not willing to help me, or take accountability for their role in this sticky situation. It felt like the only thing they were interested in was ensuring that they didn’t lose their commission of £20. Unbelievably, they stated that my failed switch had nothing to do with them!

I then reached out to the supplier I’d wanted to switch to, Everflow, hoping to get some clarity: I asked them why the transfer had failed, why I was not informed and if it was still possible to switch. Their response was almost exactly the same as Castle Water’s: stating that it was the other supplier’s responsibility to let me know that the switch had been rejected. While they initially suggested I could still switch to them, and agreed to honour the rates they had previously offered, they then changed their minds. After following up with Castle Water again, they also said that it was now too late for me to move to another supplier.

The problem is not just the failed switch. The amount that Castle Water is trying to charge me for the period when I thought I’d cancelled the contract is a ridiculously huge amount – £3000! – which I’m sure I could never have used.

I have tried everything to contest the bill – and even contacted the CEO for a meeting but they refused to enter into sensible talks with me. Having reached the end of my tether trying to get Castle Water to resolve the issue, I took matters to the FSB (Federation Of Small Businesses) as I am a member. They suggested that I contact OFWAT, which I did but was then referred to the Consumer Council for Water (CWW). To my dismay they have proved rather useless: they stated that they had no powers to force Castle Water to consider my dispute.

I am being told I owe them £3000 pounds – yet they refuse to provide me with a paper bill that breaks down these costs.

By this point, around six months since I tried to switch, I was totally lost in the dispute processes and losing hope. Castle Water has a very bad reputation of hassling and bullying customers, which I had already seen via their TrustPilot reviews. Despite having sought regulatory involvement I was informed that Castle Water would be taking legal action against me. I have since had to go to court to defend myself. Even then, their enforcement agents have not followed the court procedures: their Legal Agents Shakespreare Martineau LLP have failed to comply with the CPR 3.4 (2) – and did not send pre-litigation letters before taking matters to court. (I have informed the court of this and am awaiting their response.)

Even though I have been open and honest at every turn – trying to clear my account before switching to another supplier and then figure out a resolution to this confusing dispute – I feel that Castle has been dishonest in their dealings with me and done everything they can to prevent me from switching to another supplier as is my right. Their CEO never replied to my many requests to enter into mediation around the disputed bill. Their legal enforcement agents are very ruthless – and have a long record of bullying small businesses like mine. I’m being told I owe £3000 pounds – yet they refuse to provide me with a paper bill that breaks down these costs.

I’ve asked Castle Water if I could have a barcode paper bill but their legal team said matters were in court and that I needed to contact their legal representatives. Even though this amount is in dispute I am currently paying what I can to bring the bill down – even though I am not even using the water as I am not in my office. I have since asked for a water meter to be installed, so at least going forwards there will be some way to keep track and ensure transparency of my water usage.

Simple supplier switch to legal nightmare

Kamlesh’s experience lays bare a system riddled with failures: where poor communication, buck-passing, and a total lack of accountability turned a simple switch into a financial and legal nightmare.

What should have been a routine change of supplier instead became a cautionary tale about how vulnerable small businesses can be when large companies and regulators refuse to take responsibility.

Despite doing everything asked of him and more, Kamlesh has been left to navigate a maze of disputed charges, unhelpful agencies, and aggressive legal tactics, all for a mistake that wasn’t his.

His story is not just about one failed switch, but about the urgent need for transparency, fairness, and genuine oversight in the water industry, so that no customer is ever put through this ordeal again.

With Resolver Stories you can read real experiences of people fighting for fairness and share your own. Whether you scored a big win or are stuck in an absurd or never-ending nightmare, we want to hear from you!