Check a billHow Does the Energy Ombudsman Investigate an Energy Complaint?
Treat the Ombudsman process like a document review, not a rant. The stronger case is the one with clear dates, narrow issue framing and evidence that proves the correction you want.
Use together
The investigation is evidence-led
The Ombudsman reviews the complaint issue, the supplier response, the timeline and the documents that support each side. Weak cases usually fail because the problem is too broad, the evidence is missing or the requested remedy is unclear.
What the investigator actually checks
| Complaint type | Evidence that usually matters | Best requested remedy |
|---|---|---|
| Wrong meter reading | Bill PDF, meter photo, reading date, meter serial number, reading history | Corrected rebill and balance adjustment |
| Direct debit too high | Supplier forecast, current balance, annual usage, credit or debt, review period | Recalculated direct debit and written explanation |
| Back billing | Bill date, supply period, previous statements, estimated or actual readings | Remove old charges or explain exception |
| Smart meter problem | Smart meter status, manual readings, bills affected, supplier messages | Rebill using verified readings and fix data flow |
| Account credit or refund | Balance history, latest bill, final bill if switched, refund request | Refund or written reason for withholding credit |
Evidence pack structure
1. One-page timeline
List the bill date, reading dates, complaint date, supplier replies and deadlock date.
2. The bill problem
Say exactly what is wrong: reading, rate, standing charge, old period, direct debit or balance.
3. The proof
Attach full bill PDFs, meter photos, supplier messages and screenshots with dates.
4. The remedy
Ask for the specific outcome: rebill, refund, corrected balance, apology, explanation or payment plan.
Weak case
“My supplier is useless and my bill is wrong. I want compensation.”
Stronger case
“Bill dated 12 April uses an estimated reading of 42110. My photo dated 13 April shows 39180 on meter serial ending 4472. Please require a corrected rebill and balance update.”
Frequently asked questions
Will the Ombudsman look at phone calls?
Call notes can help, but written evidence is easier to review. Keep dates, names, complaint references and follow-up emails.
Can I send extra evidence later?
You can usually add relevant evidence when asked, but sending a clean pack at the start reduces delays.
Should I include every problem I have with the supplier?
Only include issues that are directly relevant. A narrow billing complaint is easier to investigate than a long list of unrelated frustrations.
Official sources used for this page
BillDecoded translates official process and billing information into practical checks. It is not affiliated with the Ombudsman, Ofgem, Citizens Advice, Which? or any supplier.