How to challenge your energy bill

Harry covered this guide on BBC's Morning Live on Thursday 22nd May 2025

Heard the news about energy suppliers paying out millions for overcharging? It's a timely reminder that keeping an eye on your energy bills is crucial. While refunds for a recent specific issue are largely automatic, there are many reasons why your bill might not be right. This guide will walk you through common pitfalls and how to tackle them.

Recently, ten energy suppliers, including major names like EDF, E.ON, and Octopus, have been refunding and compensating customers to the tune of £7 million. This came about after an Ofgem compliance review found that over 34,000 customers with a specific setup known as 'Restricted Meter Infrastructure' (RMI) were overcharged between January 2019 and September 2024.

What's Restricted Meter Infrastructure (RMI)? It typically means having more than one electricity meter point recording your energy use, which is common in flats or some older properties. While suppliers are allowed to apply multiple standing charges in these cases, the issue arose when the total charge for some customers exceeded the energy price cap, which isn't permitted.

Good News on Refunds The £7 million payout consists of £5.6 million in refunds and £1.4 million in goodwill payments. The best part? These refunds are generally automatic, so if you're owed money for this specific issue, you should receive it without having to do anything. If you've switched supplier since January 2019, your old supplier should contact you to sort out any refund due. Even Rebel Energy, which is no longer trading, has ensured all its affected customers have received their refunds and compensation.

While this RMI issue is quite specific, if your bill shows more than one meter or multiple standing charges, it's definitely worth a closer look.

Beyond RMI: Other Reasons Your Bill Might Be Wrong

It's not just about RMI; there are several reasons why you might be overcharged.

1. Supplier Overcharge: As we've seen, it doesn't happen often, but suppliers can make mistakes.

   
   

2. Wrong Estimated Bill: If you don't have a smart meter (or it's not in smart mode), you need to send regular meter readings. Without them, you'll get estimated bills, which could be too high. For instance, if you miss sending readings in summer, your bill might be estimated based on higher winter usage. So, keep an eye on your past usage and aim to send monthly readings!

   
   

3. Sudden Energy Spike: Sometimes a faulty appliance, like a misbehaving heat pump or a washer-dryer stuck on a cycle, can cause a sudden surge in energy use. Frustratingly, this is usually the consumer's responsibility, and you'll likely be liable for the bill. It's always a good idea to check your appliances are running correctly before complaining.

   
   

4. Charged for the Wrong Meter: This is surprisingly common, especially in flats. You could inadvertently be paying for a neighbour's electricity or even communal lighting.

   • How to check: Find out who your network operator is and ask them which meter is registered to your address. Then, compare this information with your actual meter.

     
     

5. Back-billing: If your supplier finds you haven't been accurately billed, they might send a "catch-up" bill. If you notice you haven't received bills for a while, it's wise to contact your supplier, as you're still legally responsible for the energy you use.

   • Know your rights: Energy companies generally can't back-bill you for energy used more than 12 months ago if the error was their fault. However, this protection doesn't apply if you've actively prevented them from taking readings; in such cases, they can back-bill for up to six years.

What If I Suspect a Faulty Meter?

While actual meter faults are quite rare, your supplier is responsible for ensuring it works. If your bill is unexpectedly high, it's often due to other reasons. Getting a smart meter can help reduce mistakes and avoid estimated bills.

If you request a meter test and it is faulty, the supplier will replace it and refund you. However, be cautious: if the meter isn't faulty, you could be charged up to £200 for the call-out. Only request a test if you're pretty confident something's amiss. You can often perform some basic checks yourself and always take photos of your meter before any official test – it can help in a dispute.

Steps to Making a Complaint

If you believe you're being overcharged, here’s how to proceed:

1. Contact Your Supplier: Get in touch with their customer service team via phone, email, or letter. You'll find their contact details on their website.

2. Document Everything: Keep clear written records. This includes bills, photos of your meter, and any correspondence with your supplier. A great tip is to use a WhatsApp chat with yourself to quickly save screenshots, notes, and photos of bills – it creates an albeit messy, backed-up bin of evidence that you can organise later.

3. Be Patient (Initially): Energy disputes can take up to 8 weeks to resolve.

4. Seek Support: Citizens Advice (or the Consumer Council in Northern Ireland) offers excellent support for making complaints.

Extra Help: The Priority Services Register

Consider joining the Priority Services Register. If you're in a vulnerable situation (e.g., over pension age, have young children, or a health condition), you can get extra support with your bills. Registering before making a complaint can also smooth the process; for instance, you could nominate someone to handle correspondence for you.

What if 8 Weeks Pass With No Resolution?

If your supplier hasn't resolved your complaint within 8 weeks, or you've reached a "deadlock" (where neither of you can agree), you can escalate it to the Energy Ombudsman (or the Consumer Council in Northern Ireland).

• The Ombudsman is an independent body with the power to compel companies to act – this could be an apology, fixing the issue, or awarding compensation.

• You have 12 months from reaching deadlock or receiving a final response from your supplier to lodge a complaint with the Ombudsman.

• You can contact them by phone, email, post, or via their website.

• Crucially, this service is completely free. Don't pay anyone to make a complaint on your behalf. Be wary of scammers claiming to be a paid-for ombudsman service. There are free templates and support available from organisations like Citizens Advice.

Final Quick Tips:

• Smart Meters Can Go "Dumb": Smart meters can stop working in "smart mode," especially if you switch suppliers. If your bill states it's estimated, your meter might not be sending readings. If this happens, start sending manual readings again and contact your supplier.

• RTS Switch-Off: The Radio Teleswitching System (RTS) is being switched off. If you have an older meter that relies on this (often Economy 7 or similar time-of-use tariffs) and haven't upgraded to a smart meter, you might find you're billed incorrectly (e.g., charged daytime rates at night). Try to get your meter changed before the end of June, but if not, monitor your bills very closely.

Challenging an energy bill can seem daunting, but by understanding your rights and the correct procedures, you can ensure you're only paying for what you should.