rights · Energy
Licence conditions and standards limit certain back-billing and require fair treatment.
Energy bills are one of the most common sources of consumer complaints in the UK. Whether you have received an unexpectedly large bill, believe your meter is faulty, or your supplier is demanding payment for energy used years ago, you have specific protections under Ofgem rules and consumer law. This guide covers the main types of billing disputes and how to challenge them.
Ofgem's back-billing rules are one of the strongest protections for energy consumers. If your supplier has failed to bill you correctly and it was their fault (not yours), they generally cannot recover charges for energy used more than 12 months ago. This applies to estimated billing errors, meter reading failures, and account mismanagement. The rule applies to domestic consumers and micro-businesses.
Ofgem back-billing rules
If your bill is based on estimated readings, you can challenge it by providing actual meter readings. Suppliers should use actual readings wherever possible and must adjust your account when you provide readings. If you believe estimated bills have been consistently too high or too low, request an account review.
Ofgem Standards of Conduct
If you suspect your meter is faulty, your supplier must arrange to test it. If the test shows a fault, your bills should be recalculated. If the meter is accurate but you still believe your bills are wrong, ask for a full billing review including standing charges, tariff rates, and consumption calculations.
Gas Act 1986; Electricity Act 1989
Suppliers must review direct debit levels regularly and set them at a reasonable level based on your expected consumption. They should not set payments unreasonably high to build up a credit balance. If your direct debit seems too high, ask for a review with a clear explanation of how they calculated the amount.
Ofgem licence conditions
If your account is in credit, you can request a refund at any time. Suppliers may retain a reasonable amount to cover upcoming bills, but they should not hold large credit balances indefinitely. If they refuse to refund a significant credit, raise a formal complaint.
Ofgem Standards of Conduct
Take a current meter reading and compare it to the readings on your bill. Check whether the bill is based on actual or estimated readings. Look for obvious errors like decimal point mistakes or readings that do not match what is on your meter.
Tip: Take a photo of your meter with the date visible.
Look at your billing history for the past 12-24 months. Identify when the problem started, whether bills switched from actual to estimated, and whether any large catch-up adjustments were applied.
Tip: Download your billing history from your online account before raising the dispute.
Call or write to your supplier with your meter reading, photos, and a clear explanation of why you believe the bill is wrong. If you think the back-billing rule applies, cite it specifically.
Tip: Put your complaint in writing for the evidence trail.
If you suspect a faulty meter, ask your supplier to arrange a test. There may be a charge if the meter is found to be accurate, but not if it is faulty. Clarify any costs before agreeing.
Tip: Continue paying what you believe is a fair amount while the dispute is ongoing.
If unresolved after 8 weeks or with a deadlock letter, submit to the Energy Ombudsman with all billing evidence, meter photos, and your calculation of what you believe is correct.
Tip: A clear spreadsheet showing your calculation vs the supplier's helps enormously.
Back-billing limit for domestic consumers (where supplier at fault)
365 days · from Date of energy usage
Ombudsman escalation eligibility
56 days · from Date of formal billing complaint
Citing Gas Act 1986, Electricity Act 1989 with your specific case details — editable before you send anything.
Suggestions are for guidance only. Always verify with official sources.
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