Energy Bill Dispute Guide UK 2025 — Challenge Bills, Ofgem & Free Ombudsman
Energy suppliers must follow strict rules set by Ofgem. If you receive an unexpectedly high bill, an estimated reading that is wrong, or a bill for a period more than 12 months ago, you have the right to challenge it. The Energy Ombudsman resolves disputes for free and can order refunds, apologies, and compensation of up to £10,000. This guide explains how to fight back.
Back-billing rule: suppliers cannot charge for usage over 12 months old if the error was theirs. Energy Ombudsman: free, after 8 weeks or deadlock letter. Ofgem consumer helpline: 0808 223 1133. Citizens Advice energy helpline: 0808 223 1133. Smart meter accuracy: request a meter accuracy test (free, once per year). Priority Services Register: register for extra support if vulnerable.
Energy Complaints Escalation Path
- Contact the supplier — by phone, email, or online. Keep a record of all contact. Ask for a formal complaint reference number.
- Submit your meter reading — if the dispute involves estimated bills, submit an actual reading immediately (by phone, app, or online) and request a revised bill.
- Formal complaint in writing — if the phone call does not resolve the matter, write a formal complaint letter setting out: what happened; the amount in dispute; what you want the supplier to do; and your evidence. The supplier must acknowledge within 10 working days and resolve within 8 weeks.
- Energy Ombudsman — if not resolved within 8 weeks, or if the supplier sends a deadlock letter, refer to the Energy Ombudsman at ombudsman-services.org/energy (free to consumers).
- Ofgem / Citizen Advice — for systemic issues or supplier non-compliance, contact Ofgem or Citizens Advice energy helpline.
Smart Meter Accuracy — Your Rights
If you believe your smart meter is giving incorrect readings, you have the right to request a meter accuracy test from your supplier. This is free once per year. If the test shows the meter is inaccurate (outside permitted tolerances of ±2.5%), the supplier must replace it and recalculate your bills. You can also request to have your meter tested by an independent approved meter tester if you dispute the supplier’s result.
Prepayment Meters — New Rules from 2024
Following a 2023 investigation into prepayment meter (PPM) practices, Ofgem introduced new rules for suppliers who fit or remotely switch customers to prepayment meters for debt:
- Suppliers must check vulnerability before fitting a PPM for debt
- PPMs must not be fitted for customers who are seriously ill, elderly and alone, or have children under 2
- Emergency credit of at least £5 must be available on all PPMs
- If a PPM was wrongly fitted, you are entitled to compensation and restoration of your normal meter
Frequently Asked Questions
Suppliers must give at least 10 working days’ notice before changing a direct debit. They must also be able to justify the amount by reference to your actual or estimated usage and current tariff rates. If the increase seems disproportionate, submit current meter readings, ask for an explanation of the calculation, and challenge it formally if the explanation is inadequate. Ofgem requires suppliers to set direct debits fairly and review them regularly.
Yes. Under Ofgem rules, suppliers must refund credit balances on request if the account is in credit. They must process refund requests within 10 working days. If you are switching supplier, you are entitled to a refund of your credit balance within 10 business days of your final bill (which must be issued within 6 weeks of switching). If the supplier refuses to refund a credit balance, complain formally and escalate to the Energy Ombudsman if needed.