Sharing this because I think the data is useful for anyone dealing with Flogas billing issues, and the
CRU process has some structural quirks worth knowing about before you start.
I spent months dealing with a disputed exit fee from Flogas, went through the full CRU complaints
process, and got a determination in July 2026. Here's what I learned.
The CRU found Flogas contractually entitled to charge the fee but formally recorded three failings
against them: a landlord-consent failure, poor account and complaint management, and a "technical
uphold for regulatory reporting purposes" for delays and poor engagement with the CRU's own
investigation. No compensation was awarded because Flogas had already written the fee off —
which under CRU's own framework means the supplier's commercial decision absorbs every
documented breach without financial consequence.
The part that may be relevant to others
CRU's own 2025 Annual Report (published June 2026, ref CRU/202698) shows something striking:
Flogas complaint volume rose 227% in 2025 while every other major supplier fell sharply. Electric
Ireland was down 40%, Bord Gáis down 23%, SSE down 28%. Flogas had the highest complaint
rate per 10,000 customers of any Irish energy supplier. 42% of the increase hit Q4 2025.
October 2025 is when Flogas completed a full vendor-switch of its billing system — from a
decade-old bespoke Irish platform (Version 1's UMP) to an entirely new international one (Itineris
UMAX). Not an upgrade — a complete platform and vendor change. The complaint spike in the
quarter it went live is in CRU's own published data.
If you've had a billing error, a missed direct debit, or an unexpected charge from Flogas in late 2025
or into 2026, this context may explain why. It's not necessarily isolated to you.
The CRU process —
The CRU offers a free dispute resolution service but it has a structural limitation: if your supplier
writes off the disputed amount before the determination, CRU treats that as exceeding what it would
have ordered, and no further compensation is awarded. The documented failings effectively get
absorbed by the supplier's own commercial decision.
CRU's determination is binding on the supplier but not on you — you can still pursue data protection
issues with the DPC (which I have, ref DPC0526889105) and take independent legal advice
regardless of the outcome.
The most useful practical tip: get everything in writing early, and file a Subject Access Request as
soon as the dispute starts. Internal CRM records are where the most useful information tends to live.
CRU ref: CRU-54457-M2M7 if anyone wants to verify any of this is real.