Generate a structured complaint letter for billing disputes, direct debit changes,
smart meter issues, price rises and escalation to the Energy Ombudsman.
Start by complaining to your supplier in writing and keeping a record of bills, meter readings, dates, and reference numbers.
If your complaint is not resolved, you may be able to escalate to the Energy Ombudsman.
1) Complain in writing and keep evidence
Bills, meter reads, screenshots, and a short timeline of what happened.
1
2) Ask for the supplier’s final position
If they cannot resolve it, request written confirmation (often called a “deadlock letter”).
2
3) Escalate when eligible
The Energy Ombudsman generally becomes available after up to 8 weeks, or sooner with a deadlock letter.
3
Guidance only — not legal advice. Eligibility and outcomes depend on the supplier and circumstances.
Many energy disputes are billing-based: estimated bills, incorrect meter readings, and unexpected charges.
Ofgem also has back-billing rules that may limit how far suppliers can charge for previously unbilled energy in certain situations.
Back-billing (12-month limit in many cases)
If you have not had an accurate bill and the supplier failed to bill correctly, Ofgem rules can prevent being charged for energy used more than 12 months ago in specific circumstances.
•
What evidence helps
Bills/statement dates, your meter readings, records of requests for accurate bills, and a timeline of supplier contact.
•
Guidance only — not legal advice. Back-billing rules depend on the facts and what billing information you were previously given.
Energy & utilities FAQ
How do I complain about an incorrect energy bill?
Provide the bill(s), your meter readings, key dates, and explain exactly what you believe is wrong. State the correction or refund you want.
When can I escalate to the Energy Ombudsman?
Generally after up to 8 weeks, or sooner if you receive a deadlock letter from your supplier.
What is back-billing?
Back-billing is when a supplier tries to recover charges for energy that was not previously billed accurately. Ofgem rules can limit back-billing to 12 months in certain situations.
Can I complain about my direct debit amount?
Yes. If the amount appears disproportionate, ask for an explanation and a recalculation based on usage and account balance.
What evidence should I attach?
Relevant bills, meter readings, screenshots/photos (if applicable), and a short timeline of your contact with the supplier.