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Check your bills and meter readings first
If your gas or electricity bill has gone up and there is no clear explanation, start by checking the details carefully. Look at your tariff, standing charges, meter readings, and whether your bill is based on estimated usage.
Sometimes a rise is caused by an end to a fixed deal, a change in prices, or an estimated reading being corrected. Compare the latest bill with earlier ones to see exactly where the increase has come from.
Contact your supplier and ask for a breakdown
Write or phone your energy supplier and ask them to explain the increase. Request a full breakdown showing unit rates, standing charges, any fees, and how the bill was calculated.
If the bill seems wrong, ask for a corrected bill and provide your own meter readings if needed. Keep a record of who you spoke to, when you contacted them, and what they said.
Make a formal complaint
If the supplier does not give a clear answer or refuses to put things right, make a formal complaint. Most suppliers have a complaints process on their website, and you can usually submit a complaint by phone, email, or online form.
Explain what happened, why you think the bill is unfair, and what you want them to do. This could include a new bill, a refund, or an explanation in writing.
Keep copies of everything
Save copies of bills, emails, letters, screenshots, and notes from phone calls. This is useful if the issue continues and you need to show what has happened.
If you send meter readings or photos of your meter, keep those too. Clear evidence can help prove that the bill was based on estimates or incorrect information.
Escalate the complaint if needed
If the supplier does not resolve the complaint within eight weeks, or sends a final response you are unhappy with, you can take it further. In Great Britain, you can usually go to the Energy Ombudsman for help.
The Ombudsman can look at whether the supplier acted fairly and may tell them to apologise, correct the bill, or pay compensation. You should also check whether your supplier belongs to an approved complaints scheme.
Get extra support if you are struggling
If the bill increase is causing financial difficulty, tell the supplier as soon as possible. They may be able to offer a payment plan, review your direct debit, or help you avoid further debt.
You can also ask for advice from Citizens Advice or another consumer support service. If you believe there has been a billing error, it is important to complain quickly so the problem does not get worse.
Frequently Asked Questions
Start by checking recent meter readings, tariff changes, standing charges, and any contract terms. Then contact your supplier’s complaints team in writing, explain the increase, and ask for a full explanation and bill breakdown.
Use the supplier's customer service or complaints process, provide account details, meter readings, photos if available, and ask for a written review of the charges and any estimated billing.
You may need to complain if your bill rises sharply without a clear reason, if estimated readings seem wrong, if a tariff changed unexpectedly, or if you suspect an error in billing or meter data.
Collect recent meter readings, photos of the meter displays, copies of past bills, tariff notices, payment records, and any correspondence about meter changes, smart meter issues, or price changes.
Yes. Estimated readings can cause inaccurate bills, so ask your supplier to correct the account using actual readings and to explain how the estimates were calculated.
First contact your energy supplier’s complaints team. If the issue is not resolved, you may be able to escalate to the energy ombudsman or the relevant consumer protection body in your area.
Many suppliers aim to investigate within days or weeks, but complex cases can take longer. If the complaint is not resolved within the supplier’s stated timeframe, ask for a final response and escalation options.
Yes. Smart meters can still generate incorrect bills if the meter is faulty, communications are lost, or the supplier uses wrong tariff data. Ask for meter validation and a billing review.
State the date the increase started, the amount of the increase, why it seems unexplained, what checks you have already done, and what resolution you want, such as a corrected bill or refund.
Yes. New occupants can be billed incorrectly if opening readings were wrong or the account start date is inaccurate. Provide move-in dates, meter readings, and any completion or tenancy documents.
Ask for a detailed usage breakdown, comparison with prior periods, and proof of how the usage was calculated. Request an independent meter check if the increase does not match your actual consumption.
Yes, if the supplier overcharged you or applied incorrect charges. Ask for a corrected bill and repayment of any amount paid in error, including a review of direct debit settings.
Tell the supplier immediately and request a meter accuracy test or inspection. Keep records of readings and bills, and ask whether any test fees apply if the meter is found to be accurate.
Yes. Paying does not prevent you from disputing an inaccurate charge. Ask the supplier to review the bill and refund any overpayment if an error is confirmed.
Keep copies of all communication, send a formal complaint, request a final response, and then escalate to the ombudsman or regulator once the supplier's complaints process is complete or overdue.
Yes. A supplier may raise your direct debit if it estimates higher annual usage or past underpayment. Ask for the calculation and challenge it if it does not match your actual consumption.
Ask when the tariff changed, whether proper notice was given, and how the new rates compare with the old ones. Request a copy of the tariff notice and a bill recalculation if needed.
Yes. An incorrect billing period can make usage appear higher than it is. Ask the supplier to check the start and end dates and to reissue the bill if the period was recorded incorrectly.
You should expect a clear explanation, corrected bills if needed, a refund or credit for overcharges, and confirmation of any meter or tariff issues that were found and fixed.
You should complain as soon as possible after noticing the issue. Some suppliers and dispute services have time limits for older billing disputes, so act quickly and keep all supporting records.
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