Can I Dispute My Energy Bill in England, Wales or Scotland?

Who this guide is for

Households in England, Wales or Scotland with a problem with a gas or electricity bill: a catch-up bill (back bill), bills based on estimates, a bill you think is wrong, Direct Debit payments or a credit balance, or a bill you cannot afford. It also covers how to complain and when you can go to the Energy Ombudsman. The back-billing rules apply to microbusinesses as well as homes.

What this guide does not cover

• Northern Ireland has its own regulator, rules and complaints route: see the Northern Ireland guide.
• Prepayment meters (being moved onto one, emergency credit, top-ups) and being cut off: ask Citizens Advice, or energyadvice.scot in Scotland.
• Grants and payments to help with energy costs, such as the Warm Home Discount or the Winter Fuel Payment: this guide does not cover who qualifies. Ask Citizens Advice, or energyadvice.scot in Scotland.
• Power cuts and problems with the pipes and wires: contact your network operator.
• Heat networks, business energy contracts (apart from the back-billing rules for microbusinesses), switching supplier, and a supplier going out of business: ask Citizens Advice, or energyadvice.scot in Scotland.
• Taking your supplier to court: use the small claims checker.
• A faulty appliance or other goods: use the faulty goods checker.

The questions that decide the answer

1. Where do you live? England, Wales or Scotland: this guide. Northern Ireland: its own guide, with different rules.
2. How old is the energy on the bill? Used more than 12 months before the date on the bill: the back-billing rules may mean you do not pay for it. Used in the 12 months before the date on the bill: you have to pay it if the bill is accurate, but you can ask for a payment plan you can afford.
3. Were you already sent an accurate bill or a statement of account for that energy? Yes: the back-billing rules do not stop the supplier charging for it. No: the rules may protect you.
4. Did you stop the supplier billing you accurately? For example by blocking access to your meter, ignoring requests for payment or stealing energy. Yes: you will have to pay for the older energy too.
5. Have you complained, and when? Not yet: complain to your supplier. More than 8 weeks ago and not sorted, or you have a deadlock letter: you can go to the Energy Ombudsman.

"I've had a catch-up bill for more than a year"

• Look at the date on the catch-up bill. Energy used more than 12 months before that date cannot be charged if the back-billing rules apply. Enter the date on the bill in the date box on the energy bill checker and it shows the cut-off date.
• Contact your supplier right away if you think it has not followed the back-billing rules. It will refund any money taken in error. You can use the free energy billing dispute letter.
• If the supplier keeps asking for payment for a period covered by the rules, complain (see below).
• The rules apply to households and microbusinesses.

"My bills were estimated and now I owe a lot"

• Back bills can happen when a supplier estimates your bills until it gets an actual meter reading, which shows you used more than it expected.
• Give your supplier an up-to-date meter reading. Photos of your meter readings are useful evidence if you complain.
• For energy used in the 12 months before the date on the bill, you have to pay an accurate bill. If you will struggle to pay it, contact your supplier (see "I can't afford my bill").

"I think my bill is wrong"

• Contact your supplier about late, incorrect or missing bills, back billing, being overcharged, a faulty meter, poor customer service, or a refusal to refund credit from your account.
• Ask for the complaints team. Tell them exactly what you want them to do to fix the problem. Give what the problem is and when it happened, and evidence such as photos of meter readings, statements, and any emails or letters from the energy company.
• Your supplier must try to fix the problem and resolve your complaint within 8 weeks. That could mean financial compensation, an apology, fixing the problem, a refund, or an affordable payment plan.

"My Direct Debit has gone up" or "I'm in credit"

• Ofgem expects suppliers to base Direct Debits on accurate and up-to-date information.
• You can ask your supplier to refund your credit balance at any time, and it must do so in a timely manner.
• If it refuses or will not change a Direct Debit you think is wrong, complain to the supplier and then, if needed, the Energy Ombudsman.

"I can't afford my bill"

• Contact your supplier as soon as you can. Ofgem's rules mean it must work with you to agree a payment plan you can afford.
• You can also ask for: a review of your current payments and debt repayments, payment breaks or reductions, more time to pay, access to hardship funds, and advice on how to use less energy.
• If you cannot agree a way to pay, complain to the supplier and then the Energy Ombudsman.
• All suppliers have a Priority Services Register: a list of customers who may need extra help, all the time or because of something that has happened in their lives. Ask your supplier about joining it.

"My bill is more than the price cap"

• Ofgem's price cap is the most your supplier can charge for a unit of energy and the standing charge. It does not limit your total bill: the more energy you use, the higher your bill.
• The cap and the standing charge can vary with where you live and how you pay. Ofgem sets the cap every 3 months. This guide gives no price cap figures: check Ofgem's website for the current cap.

"How do I go to the Energy Ombudsman?"

• You can go to the Energy Ombudsman if a problem you reported is not fixed within 8 weeks, if you and the energy company cannot agree how to fix it, or if you get a deadlock letter saying the company cannot do any more.
• If you get a deadlock letter, you must take your dispute to the Energy Ombudsman within 12 months of receiving it.
• The Energy Ombudsman is independent, separate from Ofgem, and free for you. Ofgem does not deal with individual complaints.
• You can register your dispute online, by phone, by email or by post. You then have up to 14 days to send your evidence. Ofgem says the Ombudsman will tell you its decision within 6 weeks and give the energy company actions to put things right. You can use the free energy complaint escalation letter.
• It can decide the company should give an apology, an explanation of what went wrong, a practical action to correct the problem, or a financial award. Its decision is binding on the energy company but not on you.

Deadlines

• Your supplier: 8 weeks to try to resolve your complaint.
• Energy Ombudsman: after 8 weeks, or sooner with a deadlock letter. After a deadlock letter, within 12 months of receiving it. If you did not get a deadlock letter and it has been a long time, ask the Energy Ombudsman whether it can still take your dispute.
• Evidence to the Energy Ombudsman: up to 14 days after you register your dispute.
• Back bills: the 12 months count back from the date on the bill. The date box on the energy bill checker works out the cut-off date.

Money figures

• This guide gives no money figures. The price cap changes every 3 months: check Ofgem's website for the current figures.

Traps

• Ofgem does not take individual complaints. Complain to your supplier, then the Energy Ombudsman.
• The 12 months count back from the date on the bill, not from when the meter was read or when you complained.
• The back-billing rules do not cancel a bill for energy used in the 12 months before the date on the bill. If you cannot afford it, ask for a payment plan you can afford.
• Ignoring requests for payment counts as acting unreasonably, and then you will have to pay for energy used more than 12 months ago.
• The price cap is not a cap on your total bill.
• Northern Ireland has different rules: see the Northern Ireland guide.

More: the 12-month back-billing rule explained.