Free complaint letter templates for bills

The short answer

Pick the letter that fits your problem, fill in the brackets and send it in writing. A written complaint starts the clock on your right to go to an ombudsman.

A pen resting on a letter that begins 'Dear'

Templates

ProblemTemplate
Energy bill is wrongEnergy complaint letter
Charged for energy used over 12 months agoBack-billing letter
Supplier missed a service standardCompensation claim
Direct debit too high or credit not refundedDirect debit and refund letter
Mobile bill is wrongMobile complaint letter
Price rise you weren't told aboutPrice rise letter
Broadband fault or delayBroadband compensation letter
Water bill is wrongWater complaint letter

Five rules for any complaint

  1. Put it in writing (email or web form) and keep a copy. The date you complain starts the clock.
  2. Say exactly what's wrong and what you want: a corrected bill, a refund, compensation or an apology.
  3. Attach evidence: the bill, meter photos with dates, screenshots.
  4. Write down every call: date, time, name and what was said.
  5. Ask for a "deadlock letter" if they won't fix it. That lets you go to the ombudsman straight away.

Frequently asked questions

Do I have to keep paying while I complain?

Usually you should keep paying the part of the bill you don't dispute, so you aren't treated as in debt. Tell them which amount you're disputing.

How long do they have to reply?

Energy and water companies have 8 weeks. Phone and broadband providers have 6 weeks before you can go to an ombudsman.

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