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How to dispute an energy bill in the UK

The strongest energy-bill disputes are specific. They state exactly what is wrong, attach the evidence and ask for a clear remedy: a rebill, correction, refund, payment plan or written explanation. The route is supplier first, Ombudsman later.

Reviewed: 26 March 2026Focus: UK household energy billingType: Information, not legal advice
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What to include in the first complaint

The first complaint should be tight, factual and easy to action. Long emotional emails often slow things down because the supplier has to work out what you actually want.

  • Your account number, bill date and address.
  • The exact issue: wrong reading, incorrect dates, wrong tariff, catch-up bill, missing refund, direct-debit problem or something else.
  • The evidence: meter photos, prior bills, screenshots, timestamps and your own calculation if relevant.
  • The remedy you want.

A good complaint is usually one screen long with attachments rather than a wall of text.

Related guides

Complaint letter template supportEnergy Ombudsman processCan you appeal an Ombudsman decision?Wrong meter readingBack-billing rulesDirect debit too high

When the Ombudsman route becomes relevant

The Energy Ombudsman is normally the next step after you give the supplier a fair chance to resolve the issue. Citizens Advice says you can usually go to the Ombudsman after deadlock or after 8 weeks if the dispute is unresolved.

  • Use the supplier’s complaint process first.
  • Keep the whole trail in writing where possible.
  • Save the final response or deadlock letter.
  • Attach your timeline and evidence pack when escalating.
Do not wait for the Ombudsman to figure out a vague complaint for you. The cleaner your evidence pack, the easier it is for an external reviewer to see what should be corrected.

Remedies that are realistic

  • A corrected bill or rebill.
  • Removal of charges that should not have been applied.
  • A refund or credit correction.
  • An apology or account note.
  • A revised payment plan when the balance built up unfairly.

Ask for what the evidence supports. Over-claiming weakens the rest of the case.

Official and reference sources

Frequently asked questions

Should I complain by phone or email?

Email or secure message is usually better because it creates a usable paper trail and lets you attach evidence.

Do I need to know the law before I complain?

No. You need a clear explanation of what is wrong, what evidence you have and what correction you want.

Can the Ombudsman help if I skipped the supplier complaint stage?

Usually you should use the supplier complaint process first unless there is a specific reason you cannot.