Last reviewed March 2026 — LetterSure editorial team
Received an energy or water bill that looks wrong? You have the right to challenge it. Here is how to write a formal dispute letter that gets results and protects your position.
Yes — all energy suppliers and water companies in the UK are regulated and must have a formal complaints process. You have the right to challenge any bill you believe is incorrect, whether it is based on wrong meter readings, estimated rather than actual usage, billing errors, or charges for a period when you were not the customer.
Under Ofgem's back-billing rules, energy suppliers cannot charge domestic customers for unbilled energy used more than 12 months ago if the supplier was at fault for the delay. This is an important protection if you receive a large unexpected back-bill.
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Generate my dispute letter — £6.99Estimated meter readings
Your bill is based on an estimate rather than an actual meter reading, resulting in an inflated charge.
Back-billing for old usage
You have received a large bill for energy used more than 12 months ago — potentially protected by Ofgem's back-billing rules.
Wrong tariff applied
You are being charged on the wrong tariff or at the wrong rate.
Billing after you moved out
You are being charged for energy or water used after you left the property.
Direct debit set too high
Your monthly direct debit has been set far above your actual usage and you have a large credit balance.
Meter fault or error
Your meter has been recording usage incorrectly or there has been a billing system error.
Your name, address and account number
Include your full details and account or customer reference number.
The bill you are disputing
Reference the bill date and the amount you are disputing.
Why you believe the bill is wrong
Explain your grounds clearly — estimated reading, back-billing, wrong tariff, etc.
Your actual meter reading
If the dispute is about estimated readings, include your current actual reading with the date taken.
What you want them to do
Reissue a corrected bill, refund a credit balance, or investigate the meter.
A deadline
Give them 14 days to respond before you escalate to the ombudsman.
That you are paying the undisputed amount
Make clear you are continuing to pay what you do not dispute.
If your complaint is not resolved within 8 weeks, or if your supplier issues a deadlock letter saying they cannot resolve it further, you can escalate to the Energy Ombudsman for energy disputes. The service is free and independent and can require suppliers to apologise, correct bills, and pay compensation.
For water billing disputes, escalate to the Consumer Council for Water. Keep copies of all correspondence, meter readings, and bills as evidence throughout the process.
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Can I dispute a utility bill in the UK?
Yes. All energy suppliers and water companies must have a formal complaints process. You have the right to challenge any bill you believe is incorrect. If not resolved within 8 weeks you can escalate to the Energy Ombudsman or Consumer Council for Water.
What can I do if my energy bill is too high?
Check whether the bill is based on estimated or actual meter readings. If estimated, submit your actual reading. If still incorrect, write a formal dispute letter to your supplier setting out why you believe the bill is wrong and requesting a review.
Can an energy supplier charge me for energy used years ago?
Under Ofgem's back-billing rules, energy suppliers cannot charge domestic customers for unbilled energy used more than 12 months ago if the supplier was at fault for the delay. This is an important protection against large unexpected back-bills.
What if my utility company ignores my complaint?
If your complaint is not resolved within 8 weeks or you receive a deadlock letter, escalate to the Energy Ombudsman for energy disputes or the Consumer Council for Water for water billing disputes. Both services are free and independent.
Do I have to pay a disputed bill while it is being investigated?
You should continue to pay the undisputed portion of your bill to avoid arrears. Make clear in writing that you are disputing the specific amount in question. This protects your credit record and demonstrates good faith.
This guide is for general information only. LetterSure letters are personal correspondence drafts and do not constitute legal advice. For legal matters consult a qualified solicitor at solicitors.lawsociety.org.uk.