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.
The Ofgem energy price cap for July–September 2026 is £1,862 per year for a typical dual-fuel direct debit household. Unit rates are 26.11p/kWh for electricity and 7.33p/kWh for gas. The cap applies to rates not total bills.
Energy suppliers must give at least 30 days' notice of price rises. If your supplier goes bust, Ofgem appoints a Supplier of Last Resort and your supply continues. Complaints go to the Energy Ombudsman after 8 weeks.
Key areas covered: Ofgem price cap, energy bill rights, supplier complaints, Energy Ombudsman, prepayment meter, smart meter. Verified against Ofgem.gov.uk.
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UK workers and residents have significant legal protections covering employment, housing, benefits, consumer rights and more. These rights are enshrined in legislation including the Employment Rights Act 1996, the Equality Act 2010, the Housing Act 1988, and the Consumer Rights Act 2015.
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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 with children under 2, all occupants aged 75 or older, those with medical equipment, or those who cannot top up safely. For these vulnerable households the ban is absolute — no court order can override it. Court orders are only required for non-vulnerable households. 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.
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