Understanding Your Energy Bill
Understanding Your Energy Bill
Your energy bill is more than just a payment request – it’s a breakdown of how much gas or electricity you’ve used, what you’re being charged for, and why. Understanding each part of your bill is the first step in spotting mistakes or overcharging, and it can help you take the right action if something doesn’t look right.
What does an energy bill include?
Most energy bills have several key sections:
Usage: This shows how much gas or electricity you’ve used during the billing period, usually measured in kilowatt hours (kWh) for electricity and cubic metres or kWh for gas.
Rates: The unit rate is what you pay for each kWh of energy you use. This can vary depending on your tariff or contract.
Standing charges: These are fixed daily fees that cover the cost of keeping your home connected to the energy network, regardless of how much energy you use.
Other charges or discounts: You might see extra fees or discounts, such as late payment charges or government schemes.
How to check your bill for errors or unusual charges
It’s important to read your bill carefully. Look out for:
Charges for periods when you weren’t living at the property.
Unexpected changes in your usage or charges compared to previous bills.
Unexplained fees or adjustments.
If something doesn’t add up, compare your bill to previous statements and your contract terms. This can help you spot errors, such as being put on the wrong tariff or being charged for estimated rather than actual usage.
Why accurate meter readings matter
Your bill is based on the meter readings your supplier receives. If they don’t have a recent reading from you, they may estimate your usage, which can lead to overcharging or undercharging. Estimated readings are usually marked as ‘E’ on your bill, while actual readings are marked as ‘A’. Always try to provide regular, accurate meter readings to your supplier to ensure your bill reflects your real usage.
If you notice your bill is based on estimated readings and seems too high, submit an up-to-date meter reading as soon as possible. This can help correct your bill and prevent further mistakes.
Spotting potential overcharging
Carefully checking each section of your bill can help you catch mistakes early. If you’re unsure about any part of your bill, or if you think you’ve been overcharged, it’s important to know your rights and what to do next. For more detailed guidance, including how to challenge your bill and protect yourself from fraud, see the UK Energy Bill Guide: Know Your Rights & Avoid Fraud.
By understanding your bill and knowing what to look for, you can take control of your energy costs and make sure you’re only paying for what you use.
Confirming Who Is Responsible for Paying the Bill
Before you challenge an energy bill, it’s essential to confirm whether you are actually responsible for paying it. Energy companies will only discuss account details and investigate billing issues with the person named on the account or someone who is legally liable. If you dispute a bill that isn’t yours, your complaint may be delayed or dismissed.
To work out if you are the liable person, start by checking whose name appears on the bill and whether you are listed as the account holder. In many cases, the person who signed the energy contract, or whose details are registered with the supplier, is responsible for paying. If you live in a shared property, are a tenant, or have recently moved, your liability may depend on the terms of your tenancy agreement or the date you moved in. For more detailed guidance, see Check if you’re responsible for paying an energy bill.
If you are receiving bills or charges but do not believe you are responsible – perhaps because you’ve moved out, the bill is addressed to someone else, or you’re not the account holder – contact the energy supplier as soon as possible. Explain your situation and provide any supporting evidence, such as proof of your move-out date or tenancy agreement. This can help prevent you from being held liable for someone else’s usage.
When contacting your supplier, always have the correct account details to hand. This includes your account number (usually found on your bill), the address of the property in question, and any correspondence you have received. Having accurate information will help the supplier investigate quickly and ensure you are not wrongly held responsible for the bill.
Taking these steps will help you avoid unnecessary disputes and make sure you are only dealing with charges that genuinely apply to you. If you’re unsure about your liability, don’t hesitate to seek clarification before raising a complaint.
Steps to Take If You Think You’ve Been Overcharged
If you suspect you’ve been overcharged for your energy, it’s important to act quickly and methodically. Here’s what you should do to resolve the issue:
1. Review Your Bill and Gather Evidence
Start by carefully checking your energy bill. Look for anything unusual, such as estimated readings that don’t match your actual meter, unexplained charges, or sudden increases in usage. Compare your current bill to previous ones to spot any inconsistencies.
Gather all relevant documents, including:
Copies of your recent and past bills
Photographs or records of your own meter readings (with dates)
Any emails, letters, or notes from phone calls with your energy supplier
Having this evidence ready will help you clearly explain your case.
2. Contact Your Energy Supplier
Once you’ve reviewed your bill and collected evidence, contact your supplier directly. Most companies have a dedicated customer service line or complaints department. Explain why you believe you’ve been overcharged, and provide the evidence you’ve collected. Be clear and concise, and keep your tone polite and factual.
3. Provide Key Information
When making your complaint, make sure to include:
Your account number and contact details
The specific bill(s) you’re disputing
Your own meter readings and the dates they were taken
A summary of the issue and why you think the charge is incorrect
Copies of any correspondence or records relevant to your complaint
The more detail you provide, the easier it will be for your supplier to investigate.
4. Keep Records of All Communications
It’s important to keep a record of every interaction with your supplier. Make notes of phone calls, including the date, time, and name of the person you spoke to. Save copies of all emails and letters. This documentation will be helpful if you need to escalate your complaint later.
5. Understand the Complaints Process
Your supplier must follow a formal complaints process, which should be outlined on their website or in your contract. Typically, they are required to acknowledge your complaint promptly – often within a few working days – and aim to resolve it within eight weeks.
If you’re not satisfied with their response, or if the issue isn’t resolved within the expected timeframe, you may have the right to escalate your case to an independent ombudsman.
For more information about dealing with billing issues and your rights, see Problems with Your Energy Bill.
By following these steps, you’ll be well-prepared to challenge any incorrect charges and ensure your concerns are taken seriously.
How to Raise a Complaint with Your Energy Supplier
How to Raise a Complaint with Your Energy Supplier
If you believe you’ve been charged too much for your gas or electricity, it’s important to raise your concerns directly with your energy supplier as soon as possible. Here’s how to do this effectively, what information you’ll need, and what to expect under UK energy regulations.
Ways to Contact Your Supplier
Most energy suppliers offer several ways to get in touch:
By phone: Speaking to a customer service representative can sometimes resolve issues quickly, especially if you need immediate clarification.
By email or online form: Many suppliers have dedicated complaint forms or email addresses for customer issues. This method provides a written record of your communication.
By letter: Sending a letter can be useful if you want a formal record of your complaint. Make sure to keep a copy for your records.
Check your supplier’s website or your latest bill for the best contact details.
What to Include in Your Complaint
To help your supplier understand and resolve your issue promptly, include the following details in your complaint:
Your account number: This is usually found at the top of your bill.
A clear description of the issue: Explain why you believe you’ve been overcharged. For example, point out any discrepancies in meter readings, estimated bills, or tariff rates.
Relevant dates: Mention when you noticed the issue and any previous attempts to resolve it.
Supporting evidence: Attach copies of bills, meter readings, or any correspondence that supports your case.
What you want to happen: Be clear about what resolution you are seeking, such as a corrected bill, a refund, or a detailed explanation.
Providing all relevant information upfront helps avoid delays and increases the chances of a swift resolution.
Requesting a Formal Investigation or Review
If your initial contact doesn’t resolve the issue, you can ask your supplier to carry out a formal investigation or review of your bill. Under UK regulations, energy suppliers are required to investigate complaints fairly and provide a detailed response. You can reference your right to a proper review under the Energy Act 2013, which sets out the responsibilities of energy companies towards their customers.
How Suppliers Must Respond
Energy suppliers in the UK must follow strict rules when handling complaints. They are required to:
Acknowledge your complaint promptly – usually within a few working days.
Provide a clear response – explaining their findings and any action they will take.
Keep you informed – about the progress of your complaint and expected timescales.
Offer a resolution – if they find you have been overcharged, they must put things right, which could include correcting your bill or issuing a refund.
If your complaint relates to the cost of your energy, you may also want to check whether your charges comply with the latest Ofgem energy price cap, which limits the maximum price suppliers can charge for standard tariffs.
If you’re not satisfied with your supplier’s response, you may have the right to escalate your complaint to an independent ombudsman or seek further advice. For more information about your rights and how energy prices are regulated, see the Energy Act 2013 and the Ofgem website.
If Your Issue Isn’t Resolved by Your Supplier
If your energy supplier rejects your complaint or fails to respond within eight weeks, you don’t have to accept their decision or be left without support. There are clear steps you can take to escalate your case and seek a fair outcome.
Escalating Your Complaint to the Energy Ombudsman
If your supplier does not resolve your complaint to your satisfaction, you have the right to take your case to the Energy Ombudsman. The Ombudsman is an independent body that reviews disputes between consumers and energy companies. Before you escalate, make sure you’ve either received a ‘deadlock letter’ from your supplier (a final response stating they can’t do anything more), or at least eight weeks have passed since you first raised your complaint.
You can submit your case to the Energy Ombudsman online, by post, or over the phone. Be prepared to provide:
A clear summary of your complaint and what outcome you’re seeking
Copies of your bills, letters, emails, or notes from phone calls
Evidence of meter readings, payments made, or any correspondence with your supplier
The Ombudsman will review your case and can require your supplier to correct your bill, issue a refund, apologise, or take other appropriate action.
The Role of Ofgem
Ofgem is the government regulator for gas and electricity markets in Great Britain. While Ofgem does not investigate individual complaints, it sets the rules energy suppliers must follow and protects consumers from unfair treatment. If you notice repeated issues with your supplier or suspect they are breaching industry rules, reporting your concerns to Ofgem can help prevent future problems for others.
Gathering Evidence and Preparing Your Case
Good preparation can make a real difference when escalating your complaint. Keep detailed records, including:
Dates and times of all communications with your supplier
Copies of all written correspondence
Photographic evidence of meter readings or faulty equipment
Notes of any promises made by customer service staff
Organising your evidence will help the Ombudsman understand your case and support your claim.
Time Limits and Next Steps
You must take your complaint to the Energy Ombudsman within 12 months of receiving your supplier’s final response (the deadlock letter) or after the eight-week period has passed without resolution. Acting promptly ensures your complaint is considered.
For more detailed information on your rights, how to escalate unresolved billing issues, and avoiding common pitfalls, see the UK Energy Bill Guide: Know Your Rights & Avoid Fraud.
If you still feel your issue is not being addressed after following these steps, you may wish to seek independent legal advice or contact a local advice centre for further support.
Other Related Issues to Consider
If you’re worried about being overcharged for your energy, it’s important to look beyond just the latest bill. There are several related issues that can affect your charges or indicate a problem with your account. Here’s what you should consider:
Missing Energy Bills
If you haven’t received a bill for some time, this could lead to an unexpectedly large bill when your supplier finally catches up, especially if your usage has been estimated rather than based on actual meter readings. Not receiving regular bills can also make it harder to spot errors or overcharging early on. Find out what steps to take and how this might affect your charges by reading If you haven’t received an energy bill in a while.
Direct Debit Payment Changes
Sometimes, your energy supplier may change your direct debit amount. This can happen if your usage has increased, prices have gone up, or if there’s been a mistake in your account. If your direct debit payments suddenly rise and you don’t understand why, it’s important to question this with your supplier. For more on how to handle unexpected increases and your rights in these situations, see If your energy supplier has increased your direct debit payments.
Price Increases by Your Supplier
Energy suppliers can raise their prices, but they must follow certain rules, including giving you advance notice. If your bill is higher because of a recent price hike, check if you were properly informed and whether you have the right to switch suppliers or leave without penalty. To understand your rights and what to do if your supplier has raised prices, visit Your energy supplier has put its prices up.
Switching Energy Suppliers
If you’re unhappy with your current supplier’s charges or service, you have the right to switch to another provider. This can sometimes save you money, especially if you find a better deal elsewhere. Before switching, make sure you’ve settled any outstanding bills and check if there are exit fees, especially if you’re on a fixed-term contract. Learn more about the process and things to consider in Switching Energy Supplier.
Spotting and Avoiding Energy Scams
Unfortunately, scammers sometimes target energy customers with fake bills or offers, often pretending to be your supplier and asking for payment details. Always check that any communication you receive is genuine, and never give out personal or banking information unless you’re sure who you’re dealing with. Get practical advice on protecting yourself by reading Spotting and Avoiding Scams: Expert Tips.
Financial Help If You’re Struggling to Pay
If high energy bills are causing you financial difficulty, there are grants, benefits, and other support available to help cover your costs. You may be eligible for help from your supplier, government schemes, or charities. For a full overview of what’s available and how to apply, see Grants and Benefits to Help You Pay Your Energy Bills.
Managing Your Energy Use
Sometimes, high bills are the result of increased energy use, especially during colder months or if appliances are left on. Simple changes – like switching off devices, using energy-efficient bulbs, or checking for draughts – can make a noticeable difference. For more practical ways to keep your bills under control, explore our Energy Management Tips.
By considering these related issues, you can get a clearer picture of your energy charges and take informed steps to resolve any problems. If you’re ever unsure, don’t hesitate to contact your supplier for clarification or seek independent advice.
