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 prepayment meters, a supplier going out of business, the Warm Home Discount, 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.
• Being cut off, and running out of credit on a prepayment meter: ask Citizens Advice, or energyadvice.scot in Scotland.
• Other help with energy costs, such as the Winter Fuel Payment or Cold Weather Payment: 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), and switching supplier: ask Citizens Advice, or energyadvice.scot in Scotland.
• Taking your supplier to court: see our small claims guide.
• A faulty appliance or other goods: see our faulty goods guide.

What the rules depend on

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.
• 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.

"My supplier has gone out of business"

• Your supply will not be cut off, and you do not need to do anything or switch. Ofgem chooses a new supplier and moves you onto one of its tariffs automatically. This can take up to 14 days.
• Take a meter reading as soon as you can and keep a record of it, so the new supplier bills you correctly.
• You do not usually need to cancel your Direct Debit. The new supplier will contact you to explain how it will manage your account and payments.
• Your credit balance is protected. If you owed money, the new supplier may take on the debt, and you then pay it instead. It will usually contact you about a payment plan.
• You are still covered by the price cap, and the new supplier cannot charge you an exit fee.
• On a prepayment meter you can keep topping up as usual. The new supplier will explain how to get new key cards or tokens.

Prepayment meters

• Your supplier can only move you onto a prepayment meter without your agreement as a last resort to avoid cutting you off, after taking all reasonable steps to agree a way for you to pay. It does this by getting a warrant to change the meter, or by switching a smart meter remotely.
• First it must try to contact you at least 10 times and visit your home to check your circumstances.
• It must not do this at all in any of these cases. Everyone in the home is 75 or over and there is no other support in the house. There is a child under 2. Someone needs a constant supply for health reasons, such as powered medical equipment. Someone has a severe health condition, such as a terminal illness or needing a warm home. No one in the home can top up the meter because of a physical or mental condition.
• A warrant can cost up to £150 and this can be added to your debt. People in certain vulnerable situations do not pay it. When a meter is fitted by warrant or switched remotely, the supplier must give £30 credit per meter (or an equal time without being cut off).
• You still pay standing charges on a prepayment meter.
• If you are struggling to top up, ask your supplier about extra (additional support) credit.
• Once you have paid off your debt, you can ask to move off the prepayment meter. Your supplier must agree if you pass any credit check it needs.
• England and Wales: during Breathing Space, your supplier cannot fit a prepayment meter without your permission or collect debt through one.
• If you think you were moved onto one wrongly, complain to your supplier, then the Energy Ombudsman.

Warm Home Discount

• £150 off your electricity bill for winter 2026 to 2027. You do not get cash: your supplier takes it off your bill. On a prepayment meter it may be added as credit or sent as a voucher.
• England and Wales: you qualify if, on 23 August 2026, your supplier was in the scheme, you or your partner got Universal Credit, Housing Benefit, income-related ESA or Pension Credit, and your name or your partner's was on the electricity bill. It is usually automatic. If records cannot confirm you, you get a letter asking you to call the helpline.
• Scotland: the same date. Some people get it automatically, including everyone on Pension Credit and some people on Universal Credit, income-related ESA or a Support for Mortgage Interest loan. Others apply to their supplier, and suppliers can set extra rules.
• Suppliers normally have to give it by 31 March 2027. If you were told you qualify and it has not arrived by the end of March, contact your electricity supplier first.
• If your supplier went out of business, ask the new supplier about it.

"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.

Money figures

• Warm Home Discount: £150 off your electricity bill (winter 2026 to 2027).
• Prepayment meters: a warrant can cost up to £150; £30 credit per meter when one is fitted by warrant or switched remotely.
• This guide gives no price cap 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.