Energy companies have strict rules on billing and complaints. Describe your situation and get instant plain English guidance on your rights and how to challenge unfair charges.
Free to use: Run any checker and read your full results — no account needed. Register free to download your results as a PDF report and access the Letters generator.
Describe your situation and we'll check your energy rights
Tip: Focus on one issue at a time for the clearest answer. If you have multiple issues, run them separately for a full picture on each one.
Include how long you have worked there, what happened, and what you need to know.
Free · No data stored · Guidance only, not legal advice
Analysing your situation...
Checking against current UK employment law
Generating...
What you need to know
Your energy supplier must bill you accurately based on actual or smart meter readings. If your supplier has been estimated your bills and later issues a large back-bill, Ofgem's back-billing rule means they can only charge you for energy used in the last 12 months — even if the error is your supplier's fault — provided you have not prevented the supplier from obtaining accurate readings.
Your supplier must set your direct debit at a reasonable amount based on estimated usage. If you build up a significant credit balance, you are entitled to a refund on request. Suppliers of smart metered customers must refund credit within five working days of a request; other customers within ten working days.
You have the right to switch energy supplier at any time. If you have a debt of less than £500 per fuel (gas and electricity separately) your supplier cannot prevent you from switching. If your debt is above this threshold your supplier may place an objection, though you can ask them to lift it as part of a switching arrangement.
If you have a complaint about your energy supplier that has not been resolved after eight weeks, or if your supplier has issued a deadlock letter, you can refer your complaint free of charge to Ombudsman Services: Energy. The Ombudsman's decisions are binding on the supplier and can include financial awards, apologies, and correction of errors.
Energy suppliers cannot force the installation of a prepayment meter (PPM) in homes where a resident is considered vulnerable — including those with young children, serious illness, or inability to top up safely. Since 2023, suppliers require court orders before forcibly installing PPMs. If you are struggling to top up a PPM you may be entitled to emergency credit or additional support.
Eligible households may receive a £150 Warm Home Discount off their electricity bill. If you are on certain means-tested benefits you may qualify automatically. Cold Weather Payments (£25 per week when temperatures drop below zero for seven days) and Winter Fuel Payment for pensioners are also available. Contact your supplier or check GOV.UK for eligibility.
This guidance is for general information only and does not constitute legal advice. Always verify current figures and legislation on GOV.UK or seek professional advice for your specific situation.