The disputes we see most
- Estimated billing that has drifted a long way from actual consumption.
- Back bills covering a long period in one go, sometimes beyond the limits that apply to smaller businesses.
- Deemed or out of contract rates applied after a contract ended or a tenancy changed.
- Change of tenancy issues, where a previous occupier's usage or a new contract start date is disputed.
- Metering and registration errors, including meters attached to the wrong site, unregistered export meters, and incorrect meter data.
- Transfer problems, where a switch was blocked, delayed or made in error.
- Charges and levies applied incorrectly, such as VAT rate or Climate Change Levy.
How we resolve them
- Evidence first. We gather bills, meter reads, half hourly data, contracts and correspondence, and work out exactly what the correct position should be.
- Formal query. With your letter of authority, we raise the matter with the supplier through the right channel and keep a written record of every step.
- Escalation. If it is not resolved, we take it through the supplier's formal complaints process.
- Independent review. Where a complaint is not resolved within eight weeks, or a deadlock letter is issued, eligible businesses can refer it to the Energy Ombudsman, a free and independent service. We prepare the referral and the evidence.
- Resolution. Corrected bills, credits or refunds are checked against the agreed position before the case is closed.
Keep a note of everything
If you are already in a dispute, keep every bill, email and call note, and carry on paying any undisputed amounts. A clear record and a clean payment history make a resolution quicker and protect your supply.
What we do not do
We do not take sides or apportion blame. Suppliers and their agents handle enormous volumes of data and mistakes happen on every side. Our job is to establish the facts, present them clearly, and see the process through to a fair outcome.
Common questions
Can a supplier back bill my business?
Yes, for periods that were under billed or unbilled, but limits apply to how far back they can go for smaller businesses. The rules depend on your size and circumstances, so it is worth checking the current position before paying.
Can my business go to the Energy Ombudsman?
Eligible businesses can refer an unresolved complaint once the supplier has had eight weeks, or has issued a deadlock letter. Eligibility depends on business size and is set by the Ombudsman.
In a billing dispute now?
Send us the bills and a short description of the problem and we will tell you what the position looks like and what the next step is.
Book a callThis page is general information, not advice on your specific circumstances. Contract terms, charges and scheme rules change, so it is worth confirming the detail for your sites before making a decision.