Step by step
- Write to your supplier by email or its complaints form. The date starts the 8-week clock.
- Say what's wrong, show evidence and say what you want: a corrected bill, a refund, compensation or an apology.
- Keep paying the part you don't dispute.
- Ask for a deadlock letter if they say they can't do more. You can go to the ombudsman straight away with it.
- After 8 weeks or a deadlock letter, go to the Energy Ombudsman. You have 12 months from the deadlock letter.
Template: energy bill complaint
Subject: Formal complaint, account [number]
I'm making a formal complaint about my bill dated [date]. [Describe the problem, for example: "The bill uses an estimated reading of X. My actual reading on [date] was Y (photo attached)."]
Please: [corrected bill / refund of £X / compensation / apology].
I'll pay the undisputed amount of £[X] while this is resolved. If it isn't resolved within 8 weeks, I'll refer it to the Energy Ombudsman.
[Name, address, phone]
Frequently asked questions
Can I complain by phone?
Yes, but follow up in writing so there's a record.
Does complaining affect my credit rating?
Not if you keep paying the undisputed amount.