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Money · the UK
Updated September 2026

⚡ My energy bill is wrong and the supplier won't fix it — who do I complain to?

Direct answer

First a written complaint to the supplier — they must answer within a set time, and most disputes end here once you ask for the meter readings behind the bill. If they do not solve it, Energy Ombudsman (0330 440 1624) is the independent body for energy disputes in the UK: free, and the supplier has to take part. Ofgem (ofgem.gov.uk) is the regulator that supervises suppliers and takes complaints about practices, not individual bills. Pay the undisputed part meanwhile — that keeps your supply on.

Call firstEnergy Ombudsman
Report toOfgem
If that failsCitizens Advice consumer helpline

🗣️ What to say

"Contract [number], invoice [number] of [date]. The billed consumption of … kWh does not match my meter reading of … on [date]. I dispute the invoice and ask for a corrected bill within 4 weeks. I will pay the undisputed amount of €… in the meantime."

🪜 Step by step

  1. Read your meterPhoto with the date. Compare with the readings on the bill; estimated readings are marked as such.
  2. Complain in writingTo the supplier's complaints address, with the contract number. Ask for the correction and a written answer.
  3. Pay what is undisputedIt protects you from disconnection and shows good faith.
  4. Go to Energy OmbudsmanAfter the supplier's deadline passes (typically 4–8 weeks) or the answer is a refusal. The procedure is free.
  5. Practices, not bills: OfgemUnfair tariff changes, aggressive sales, switching without consent — that is for the regulator.

📇 All contacts

Energy OmbudsmanFree, binding dispute resolutionAfter 8 weeks or a deadlock letter from the supplier📞 0330 440 1624🔗 www.energyombudsman.org
OfgemRegulator, supplier conduct — not individual billsSwitching without consent, unfair practices🔗 www.ofgem.gov.uk
Citizens Advice consumer helplineEnergy advice, help with complaintsAt any point, free📞 0808 223 1133🔗 www.citizensadvice.org.uk/consumer

❓ Frequently asked

Can they cut me off during the dispute?

Not for a disputed amount that is with the ombudsman, and never without notice. Pay the undisputed part and say so in writing.

They estimated my consumption for a year

You can demand a bill based on actual readings. Give the reading with a dated photo; the difference must be corrected.

I was switched without agreeing

That is a regulator matter. Contact Ofgem and your old supplier; the contract can be reversed.

📎 Sources

Last checked: 2026-09-26

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🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related questions

📦Faulty goods, no refund→⚡Power outage→💳Scammed online→🎯Phishing message→

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