Complaining about a business energy bill: supplier, 8 weeks, Energy Ombudsman
If a business energy bill looks wrong, the route is the same for most small businesses: complain to the supplier, give them time to fix it, then take it to the Energy Ombudsman if they don't. A clear, factual first message saves weeks.
Step 1: write to the supplier
Use the supplier's complaints address or form, and keep a copy. Include:
- your account number, the bill date and the billing period;
- each item you think is wrong, what the bill says and what you expected;
- the rule behind it, with a link to the official source where there is one (for example HMRC's VAT notice for the VAT rate);
- a clear request: correct the items and re-issue the bill.
Keep it neutral and factual. Ask them to log it as a complaint, so it is handled under their complaints procedure and the clock starts.
CheckEnergyBill writes this email for you from the items it flags red, with the figures and sources filled in. Check a bill free.
Step 2: give them time, or ask for a deadlock letter
Suppliers must have a complaints process. The Energy Ombudsman asks you to give your supplier 8 weeks to put things right. If the supplier can't resolve it sooner, ask for a "deadlock letter" (their final response). With a deadlock letter you don't have to wait the full 8 weeks. Source: Energy Ombudsman: Can my business get help from Energy Ombudsman?.
While you wait, keep paying the part of the bill you agree with, and keep notes of every call and email.
Step 3: the Energy Ombudsman
The Energy Ombudsman is free and independent. It can help micro and small businesses with disputes with energy suppliers and brokers. The definitions depend on staff numbers, turnover or balance sheet, and annual consumption; check the Ombudsman's page for the current criteria.
Since December 2024, Ofgem's complaints rules require suppliers to point small business customers to the Energy Ombudsman when a complaint isn't resolved (Ofgem: Decision on Non-Domestic Statutory Consultation, stakeholder factsheet (April 2024)).
The Ombudsman can ask a supplier to correct an account, apologise, take practical action or make a financial award. It can't fine suppliers.
Back-billing: the 12-month limit for microbusinesses
If a bill charges for energy used long ago, check the dates. Under the electricity and gas supply licences, suppliers generally may not bill microbusinesses for energy used more than 12 months before the bill, unless the customer behaved obstructively or manifestly unreasonably. Source: Ofgem: Modification of the electricity and gas supply licences to introduce rules on backbilling (decision, 5 March 2018).
If you are a microbusiness and a catch-up bill goes back further, say so in your complaint and ask the supplier to remove the older charges.
What to expect from the supplier
A good response confirms what was wrong, explains how it was put right and comes with a corrected (re-issued) bill. If the supplier only offers a goodwill credit without fixing the bill, ask how the credit was calculated and whether the same error will appear on future bills. If they say the bill is correct, ask them to explain the figures you challenged, item by item. That written explanation is useful evidence if you go to the Ombudsman.
Tips
- Raise one bill per complaint unless the same error repeats; then list each bill.
- Quote figures, not feelings: "34 days charged for a 31-day period" is hard to dispute.
- Check whether a broker arranged your contract; brokers have their own complaints routes.
- Don't withhold the whole payment without advice: it can lead to debt action.
This guide is general information, not legal advice.