How to dispute an energy bill in the UK (Great Britain): step by step

Great Britain · Rules checked 24 October 2026 · Not legal advice

Free tool: Energy Ombudsman date checker. Enter your complaint date to see when you can escalate.

Billing is the biggest cause of energy complaints. The Energy Ombudsman says billing disputes made up 58% of the 46,532 cases it accepted between January and June 2026. Here is a sensible order of steps.

1. Work out what's wrong

• Old charges? See the 12-month rule.
• Estimates or ignored readings? See estimated bills.
• Meter suspected faulty? See meter tests.
• Not your usage? See previous occupant.

The free bill checker takes 2 minutes.

2. Gather evidence

Bills, statements, dated meter photos, bank statements, and notes of calls (date, time, name, what was said).

3. Write to the supplier

Say what's wrong, what rule applies and what you want done, with a deadline. Ask for a complaint reference. Suppliers must accept complaints by phone or in writing, including email.

4. Keep paying for current use

The Energy Ombudsman advises against cancelling Direct Debits or refusing to pay bills while a dispute is investigated. Pay the part you agree with. See should I stop paying?

5. Escalate

If it isn't fixed, make it a formal complaint. After 8 weeks, or once you get a deadlock letter, go to the Energy Ombudsman for free. The date checker works out when.

6. Claim compensation you're owed

Missed appointments, slow meter fault responses and late final bills each carry £40 payments.