Start with the problem you actually have

How to pick the right guide

Do not start with the complaint page unless you already know what is wrong. Most disputes become easier once you have worked out whether the problem sits in the billing period, meter readings, tariff rates, standing charge or the monthly payment plan.

1. If the pounds look wrong, start with the calculator and the step-by-step bill calculation guide.
2. If the reading history looks odd, use the meter pages first.
3. If the monthly payment looks wrong but the bill itself may be right, use the direct debit pages.
4. If you received a large delayed charge, jump to the back-billing guide.