Disputing an energy bill feels daunting — but it is a straightforward process with clear rules and timelines that suppliers must follow. Here is exactly how to do it.

First: Identify the Specific Error

Before contacting your supplier, pin down exactly what you are disputing. Common errors include: meter reads marked as estimated when you submitted actual reads; unit rates higher than the Ofgem cap rate on a variable tariff; incorrect standing charges; VAT charged at 20% instead of 5% (energy is VAT-rated at 5%); and catch-up charges for usage more than 12 months ago (which are prohibited under Ofgem’s back-billing rules). If you want to stay up to date with energy prices, it only takes a few minutes.

Step One: Submit Your Meter Reading

If the dispute relates to estimated reads, submit an actual meter reading immediately through your supplier’s app, website, or phone line. Your supplier must issue a corrected bill. This alone resolves the majority of billing disputes.

Step Two: Contact Your Supplier in Writing

Email is better than calling — it creates a clear record. State: the specific error, the amount you believe is wrong, what you expect the corrected bill to show, and your account number and address. Ask them to confirm receipt and provide a reference number. Suppliers must acknowledge complaints within 2 working days. You can also UK energy market analysis to see what’s available.

Step Three: Escalate to a Formal Complaint

If the response does not resolve the issue, formally log a complaint. This starts the regulated 8-week clock. After 8 weeks (or if they issue a deadlock letter earlier), you can escalate to the Energy Ombudsman at ombudsman-services.org/energy. The service is free to consumers and the ombudsman’s decision is binding on the supplier. In 2025, over 80% of energy complaints escalated to the ombudsman were resolved in the consumer’s favour. While you wait, compare energy deals to see if switching makes sense.