How to Dispute an Incorrect Energy Bill
Energy bills can sometimes be wrong, whether due to estimated readings, meter faults, or administrative errors. You have the right to challenge any bill you believe is incorrect. This guide shows you how to fight back and ensure you only pay for the energy you've actually used.
Skip the writing, get your claim in 15 seconds.
We'll draft a firm, ready-to-send demand tailored to your situation. Free.
Build my claim →Your rights
Energy suppliers in the UK are regulated by Ofgem, which sets out rules for how they must treat customers. This includes having a clear and accessible complaints procedure. If your supplier cannot resolve your dispute within eight weeks, or if they send you a 'deadlock letter', you have the right to escalate your complaint to the Energy Ombudsman. The Ombudsman is an independent body that can make binding decisions to resolve disputes between customers and energy companies.
Step by step
- 1Gather all relevant documents. This includes your disputed bill, previous bills, any meter readings you've taken, photos of your meter, and any correspondence with your supplier.
- 2Contact your energy supplier directly. Explain clearly why you believe the bill is incorrect, providing all your evidence. Request a formal investigation and a revised bill. Keep a record of who you spoke to, when, and what was discussed.
- 3Escalate your complaint internally if the initial contact doesn't resolve the issue. Ask for your complaint to be reviewed by a manager or their dedicated complaints team. Ensure you get a complaint reference number and understand their internal resolution timeline.
- 4Refer your case to the Energy Ombudsman if your supplier fails to resolve the complaint within eight weeks, or if they issue a 'deadlock letter' before then. The Ombudsman will review your case independently and can order the supplier to correct the bill, pay compensation, or take other appropriate action.
What they'll say, and your comeback
“This is an estimated bill, it will balance out later.”
Comeback, I have provided actual meter readings. Please adjust my bill based on these accurate figures, not an estimate.
“Our system shows the bill is correct.”
Comeback, I have evidence, such as meter photos or previous usage data, that contradicts your system's reading. Please conduct a thorough investigation into the discrepancy.
“We need more time to investigate this complex issue.”
Comeback, I understand investigations take time, but I expect a resolution within your stated complaints timeframe. If not, I will escalate to the Energy Ombudsman after eight weeks.
FAQ
What if I can't pay the disputed bill?
You should pay the undisputed amount of the bill, or what you believe you owe, and clearly communicate this to your supplier. Do not stop paying entirely, as this could lead to further issues. Keep records of all payments made.
How long does the dispute process take?
Your energy supplier has up to eight weeks to resolve your complaint. If they don't, or if they send a deadlock letter, you can then take your case to the Energy Ombudsman. The Ombudsman's process can take several weeks or months, depending on the complexity of the case.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
- UKChallenge your council tax band and reclaim overpayments
- PortugalReclamar uma cobrança indevida de serviços em Portugal
- UKEnergy back-billing: refuse charges over 12 months old
- UKDisputing a water bill overcharge and getting a refund
- UKReclaiming mobile roaming and out-of-bundle charges
- USDispute a Surprise Medical Bill (No Surprises Act)
A self-serve tool, not a law firm. General information, not legal advice.