Energy Overcharges
Energy suppliers frequently overcharge customers through estimated billing, wrong tariffs, and failure to refund credit balances. Here is how to check if you are owed money.
£500+
Average overcharge
12 Mo
Back-billing limit
8 Wks
Max response time
Common Overcharging Issues
Estimated bills too high
Your supplier has been overcharging based on estimated readings rather than actual meter readings. You may be owed a refund for the difference.
How to fix: Submit actual meter readings and request a bill recalculation. Ask for a refund of any credit balance.
Credit balance not refunded
You have built up a credit balance (common in summer months) but your supplier is not returning the money.
How to fix: Under Ofgem rules, suppliers must refund credit balances when requested. Contact them and demand a refund.
Incorrect tariff applied
You were put on the wrong tariff, a higher rate than agreed, or your fixed deal ended and you were moved to an expensive variable rate without notice.
How to fix: Check your original contract. If the wrong tariff was applied, request a recalculation at the correct rate.
Exit fees charged incorrectly
You were charged exit fees when switching supplier, but you were within your rights to switch.
How to fix: Challenge the exit fee. Suppliers cannot charge exit fees after a price increase notification or at the end of a fixed term.
Smart meter issues
Your smart meter is not sending readings correctly, leading to estimated bills. Or you were pressured into installing one.
How to fix: Report the fault to your supplier. They must fix or replace faulty smart meters. You cannot be forced to have one installed.
Back-billing beyond 12 months
Your supplier is trying to charge you for energy used more than 12 months ago.
How to fix: Under Ofgem's back-billing rules, suppliers cannot charge for energy used more than 12 months ago if they failed to bill you correctly.
How to Complain
Contact your supplier first
Call, email, or write to your energy supplier's complaints department. Keep a record of all contact, including dates, names, and reference numbers.
Put it in writing
Send a formal complaint letter (use our template below). Include meter readings, bills, and any other evidence.
Wait for their response
Your supplier has 8 weeks to resolve your complaint. They should acknowledge it within 2 working days.
Escalate to the Energy Ombudsman
If your complaint is not resolved within 8 weeks, or you receive a deadlock letter, escalate to the Energy Ombudsman. This is free.
Ofgem and Citizens Advice
Report persistent issues to Ofgem and contact Citizens Advice for further support. Ofgem can take enforcement action against suppliers.
Your Rights (Ofgem Rules)
Back-billing limit
Suppliers cannot back-bill you for energy used more than 12 months ago if they failed to send accurate bills. This is a key Ofgem protection.
Credit refunds
You have the right to request a refund of any credit balance on your account at any time. Suppliers must process this promptly.
Accurate billing
Suppliers must make reasonable efforts to send accurate bills based on actual meter readings, not estimates.
Switching protection
You can switch supplier at any time. Exit fees can only be charged during fixed-term contracts, and suppliers must give 30 days notice of any price increases.
Vulnerability
If you are in a vulnerable situation, suppliers must take extra steps to help you. Ask about the Priority Services Register.
Supplier Complaint Forms
Go directly to your supplier's complaints page.
Complaint Letter Template
Send this letter to your energy supplier's complaints department.
Check All Your Claims
Energy overcharges are just one type of claim. Check what else you might be owed.
Check All Claims