Energy bill incorrect? What to do next
This is the routing page for people who know the bill is wrong but do not yet know why. Use it to move quickly into the correct evidence page instead of filing a weak general complaint.
Wrong reading or meter issue
Use when the numbers do not match your meter photos or statement history.
Open reading guideEstimated or catch-up billing
Use when the statement follows months of estimates or missing bills.
Open estimates guideStanding charge, rate or bill maths
Use when the tariff breakdown or totals do not make sense.
Open bill maths pagesComplaint route
Use when you already know the issue and want to challenge it in writing.
Open complaint templateOfficial and reference sources
Frequently asked questions
Should I complain before I know why the bill is wrong?
It is usually better to identify the likely cause first so the complaint can ask for a specific correction.
What if several things look wrong at once?
Start with the most objective issue, usually the readings, billed period or tariff breakdown.
Do I need a complaint letter for every incorrect bill?
Not always. Sometimes a precise written correction request is enough before you escalate to a formal complaint.
The diagnosis order that saves the most time
Work down this list. Each check is faster than the one below it, and each one rules out a cause that is more likely than the next. Most people start at step 7 and never do steps 1 to 3.
| # | Check | Time | If this is it |
|---|---|---|---|
| 1 | Is the reading estimated? Look for an E beside the readings. | 30 seconds | Submit an actual reading and ask for a rebill. More |
| 2 | How many days does the bill cover? A 3-month bill next to a 2-month bill is not a like-for-like comparison. | 30 seconds | Nothing is wrong. Compare cost per day instead. |
| 3 | Did the rates change? The cap moves every quarter. | 1 minute | Compare kWh, not pounds. That separates price from usage. |
| 4 | Do the readings on the bill match your meter? | 3 minutes | Wrong reading. More |
| 5 | Is the standing charge line right? Days × p/day ÷ 100. | 1 minute | Check for overlapping billed days. More |
| 6 | Has anything changed at home? Occupancy, an EV, electric hot water, a dehumidifier, a colder winter. | 2 minutes | Real usage. Not a billing error. |
| 7 | Does the meter advance with everything off? | 15 minutes | Now you have a meter or crossed-meter case. More |
The single most useful habit: compare kWh, not pounds. A bill that rose 40% in money might be 5% more energy at 33% higher rates. Pounds mix the two together and tell you nothing about which one to complain about. Every bill shows the units used — use those.
The cost-per-day comparison that makes bills comparable
Billing periods are rarely the same length, which makes raw totals misleading. Convert everything to a daily figure and the comparison becomes honest.
| Last bill | This bill | Change | |
|---|---|---|---|
| Total | £184 | £268 | +46% — alarming |
| Days covered | 61 | 92 | +51% |
| Cost per day | £3.02 | £2.91 | −3.6% — it went down |
| kWh used | 612 | 905 | +48% |
| kWh per day | 10.0 | 9.8 | −2% |
Same household, same behaviour, a bill that looks 46% worse. The only thing that changed was the length of the billing period. Before you write anything, do this table for your last four bills — it resolves a large share of high-bill worries in five minutes, and where it does not resolve it, you now have a genuine, quantified anomaly to put in the complaint.
The escalation ladder, with the dates that matter
Written query
Not a complaint yet. One issue, specific questions, evidence attached. Many are resolved here.
Formal complaint
Use the word, ask for the reference, note the date. This starts the eight-week clock.
Energy Ombudsman
At eight weeks, or immediately on a deadlock letter. Free, and binding on the supplier.
| Day | Do this |
|---|---|
| 0 | Send the written query with evidence. Diary the date. |
| 14 | No substantive reply? Convert to a formal complaint and ask for the reference. |
| 28 | Still nothing? Ask whether this is their final response or request a deadlock letter. |
| 56 | Eight weeks. Refer to the Energy Ombudsman. Free, and this is the point of it. |
| +12 months | Deadline to refer after a deadlock letter. Do not let this pass while still arguing. |
Keep paying the undisputed amount throughout, and say in writing what that amount is. It costs you nothing, and it removes the supplier's easiest counter-argument. See the Ombudsman process.
Frequently asked questions
What should I do first if my energy bill is wrong?
Identify which of five things is wrong before writing anything: the reading, the estimate, the rate, the number of days billed, or a balance carried over. A complaint that names the specific error gets a specific answer; one that says the bill is too high gets a general one.
Should I stop paying while I dispute it?
No. Work out the amount you accept is owed, say so in writing, and keep paying that. Ask for collection activity on the disputed part to be paused. Stopping altogether turns a billing complaint into an arrears case and hands the supplier the easier argument.
How long does the supplier have to fix it?
There is no fixed deadline for a correction, but you can refer the complaint to the Energy Ombudsman eight weeks after raising it formally, or immediately if you receive a deadlock letter. Diary the date you complained.