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Energy Company Overcharging? How to Complain and Get a Refund

If your energy bill is wrong, your supplier ignored your meter reading, or you've been charged unfair exit fees, you have strong rights in both the UK and Ireland.

The regulators

UK — Ofgem

Ofgem sets the rules energy suppliers must follow, including billing standards, switching processes, and the back-billing rule: suppliers cannot bill you for energy used more than 12 months agoif you weren't billed at the time.

Ireland — Commission for Regulation of Utilities (CRU)

The CRU regulates electricity and gas suppliers in Ireland. Suppliers must follow the CRU's Customer Charter, including clear billing, access to meter readings, and fair complaint handling.

Common billing problems

  • Estimated readings — the supplier guessed your usage and got it wrong
  • Back-billing — a surprise bill for months of unbilled energy (UK: max 12 months)
  • Exit fees — charged for switching supplier during a fixed tariff
  • Credit refund delays — supplier holding your credit balance after you leave
  • Tariff errors — billed at the wrong rate or on the wrong tariff

Step-by-step: how to dispute your bill

  1. 1

    Submit a meter reading

    If the bill is based on estimates, submit an actual reading first. This alone may resolve the overcharge.

  2. 2

    Send a formal complaint letter

    Explain the billing error, cite the relevant regulation, state the amount you believe is owed, and set a 14-day deadline. Mention the Energy Ombudsman (UK) or CRU (Ireland) as your escalation path.

  3. 3

    Wait 8 weeks (UK) or 2 months (Ireland)

    Give the supplier time to respond. If they reject your complaint or don't respond, you can escalate.

  4. 4

    Escalate to the ombudsman

    UK: The Energy Ombudsman can order refunds, apologies, and compensation. Free to use. Ireland: The CRU handles complaints directly and can order suppliers to correct bills and pay compensation.

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