In many UK households, an energy complaint starts with something concrete: a bill that suddenly jumps, a direct debit that doubles, a meter reading that seems to have been ignored, or a switch that never completes. The complaint is raised through the supplier’s webform or chat, a reference number is given, and then the silence begins. Days turn into weeks, and the only contact is automated emails saying the case is “being reviewed”.
Common patterns include being asked to repeat the same information, being passed between teams (billing, metering, collections), and receiving replies that don’t match the issue raised. Some people get a “final response” that doesn’t answer the complaint, while others get no final response at all. If payments are missed while waiting, the account can move into arrears and collections letters may arrive even though the dispute is active.
Where there is a prepayment meter, the impact is often immediate: top-ups run out faster, emergency credit is used, and there is pressure to keep paying while the supplier “investigates”. Where there is a smart meter, the supplier may rely on estimated reads if the meter is not communicating, which can make the complaint feel like it is going in circles.
Most likely causes
Lose the complaint trail
Complaints raised via chat or social media can be logged as “queries” rather than formal complaints. That usually means no complaint handler is assigned and no proper timeline is triggered. It can also happen when a complaint is raised during a call about something else and the agent notes it without opening a complaint case.
Rely on estimated readings
Suppliers often default to estimates when they have no recent actual reading, when a smart meter is not sending data, or when there is a meter exchange and the opening/closing reads are disputed. Estimates can be wildly wrong after long gaps, seasonal changes, or occupancy changes.
Get stuck in metering checks
Anything involving meter serial numbers, meter exchanges, or “wrong meter” issues can stall. The supplier may need data from the network operator or a metering agent, and updates can be slow. In practice, the customer is often left without progress updates.
Trigger automated debt actions
Even when a complaint is open, billing systems can continue to issue reminders and default notices. If the account is flagged incorrectly, it can move to collections while the complaint team is still reviewing it.
Mis-handle vulnerability notes
If there are health needs, disability, or financial vulnerability, the supplier should record it and adjust how they communicate and collect payment. In real cases, this information is sometimes recorded but not applied, leading to inappropriate chasing or missed support options.
Checks before chasing harder
Find the complaint reference
Locate the complaint reference number, date raised, and the channel used (phone, email, webform, app). If there is no reference, treat the next contact as a fresh formal complaint and ask for a complaint number.
Pin down the exact issue
Write one sentence that describes the outcome needed, not just the problem. Examples: “Rebill using actual readings from X to Y”, “Remove late payment markers while the bill is disputed”, “Confirm the switch date and close the old account”, “Refund overpayment of £X”. Complaints that ask for a specific remedy tend to move faster.
Gather basic evidence
Most suppliers respond better when evidence is ready to attach. Useful items include: photos of the meter showing the reading and serial number, screenshots of app readings, copies of bills, direct debit change emails, and a timeline of contacts. If there is a smart meter issue, note the date it stopped sending readings.
Check for estimated billing
Look at the bill for “E” (estimated) versus “A” (actual) readings. If estimates are driving the problem, take a current reading and submit it through the app/online account, then keep a screenshot showing it was accepted.
Step-by-step fixes that work
Raise a formal complaint
Contact the supplier and state clearly: “This is a formal complaint.” Ask for the complaint reference number and the date it was logged. If using webchat, request a transcript or screenshot the chat. If calling, note the time, agent name, and what was agreed.
Send a short written summary
Follow up by email or the supplier’s complaint form with a short summary: what went wrong, what evidence exists, and what resolution is requested. Keep it factual and numbered. Attach meter photos and the latest bill page showing the readings.
Set a response deadline
Ask for an update within 10 working days and a written response. Suppliers often have internal targets, but a clear deadline reduces drifting. If the issue is urgent (risk of disconnection, prepayment self-disconnect, medical equipment), state that plainly.
Protect the account while disputed
If the bill is clearly wrong, it is still common for suppliers to expect some payment. A practical approach is to pay what is not in dispute (for example, the amount based on typical usage) and state in writing that the remainder is disputed. Keep proof of payments and any affordability discussions.
Stop repeated data requests
If the supplier keeps asking for the same information, reply with a single message that lists what has already been provided and re-attaches it. Ask them to confirm receipt and to identify exactly what additional item is missing. This often breaks the loop.
Escalate within the supplier
Ask for the complaint to be escalated to a senior handler or the complaints team if it is sitting with customer service. If there is a vulnerability or financial hardship element, request referral to the supplier’s specialist support team and ask for that referral to be recorded.
Use the eight-week rule
If the supplier has not resolved the complaint within eight weeks, or if a “deadlock”/final response letter is issued, the complaint can usually be taken to the Energy Ombudsman. Keep the complaint reference and all evidence in one folder so it is ready.
Handle backbilling and estimates
If the shock relates to a long period of estimates or missing bills, check whether backbilling rules may apply and whether the supplier failed to bill accurately. For practical steps on dealing with unexpectedly large historic charges, see Backdated energy bill shock. If the current bill is inflated because it is estimated, the quickest stabiliser is often submitting accurate readings and asking for an immediate rebill; see Energy bill estimated too high — what to do in the UK.
What happens if it’s ignored
Build up arrears
When a complaint drags on, direct debits can continue at the higher level, or payments can be missed while waiting for correction. Either route can create arrears or cashflow problems. If the supplier later agrees the bill was wrong, refunds can take time and may not undo short-term hardship.
Trigger credit impacts
Some suppliers report missed payments or defaults, particularly where the account is treated as unpaid rather than disputed. It is easier to prevent this by putting the dispute in writing early and keeping proof than to remove markers later.
Face enforcement steps
Debt collection letters, warrant threats, or prepayment meter installation processes can start automatically. In many cases these steps pause once the complaint is clearly marked as active and escalated, but that pause is not always automatic.
Lose key evidence
Meter readings change daily, and online account history can be overwritten after rebilling. If the issue involves a meter exchange, opening/closing reads, or a switch date, early screenshots and photos often become the difference between a quick fix and months of back-and-forth.
When to escalate properly
Recognise deadlock signs
Escalation is usually appropriate when the supplier repeats generic responses, refuses to address the requested remedy, or fails to respond within promised timescales. A “final response” that does not answer the complaint still counts as a point to escalate.
Prepare an evidence pack
A simple pack tends to work best: a one-page timeline (dates, who was contacted, what was said), copies of the disputed bills, meter photos with dates, screenshots of submitted readings, and bank evidence of direct debit changes or payments. Add any medical/vulnerability notes if relevant.
Ask for specific remedies
Typical remedies that are commonly accepted in UK cases include: rebilling using actual readings, correcting opening/closing reads after a switch, removing late fees and debt actions during the dispute, refunding overpayments, and paying a goodwill amount for poor service and time spent.
Use independent support
If the situation is getting messy (collections letters, threat of disconnection, or complex metering issues), it can help to get structured advice and template wording from Citizens Advice. For official routes and broader consumer information, GOV.UK guidance is a useful starting point.
FAQ
Count the eight weeks
Eight weeks usually runs from the date the supplier logged the complaint, not the date of the first bill problem. If there is no complaint reference, get one and confirm the logged date in writing.
Request a deadlock letter
A deadlock or final response letter can be requested if the supplier says they will not do anything further. It helps when taking the case to the Ombudsman, but waiting for it is not always necessary if eight weeks have passed.
Keep paying something
If the bill is disputed, paying the undisputed amount and stating the remainder is in dispute often reduces the risk of enforcement action. Keep proof and put the position in writing.
Submit meter photos
Clear photos showing the reading and serial number can resolve many “wrong meter” and estimate disputes. Include the date taken and keep the original image file.
Challenge smart meter gaps
If a smart meter stops sending readings, suppliers often estimate. Ask them to confirm the last actual read received, raise a fault if needed, and request a rebill once accurate reads are available.
Before you move on
Write down the complaint reference, the exact remedy being requested, and the next date an update is due, then send one email attaching meter photos and the latest bill page so there is a clean evidence trail. If you felt pushed to accept a quick settlement or told there was no time, that’s often a sign the process wasn’t handled properly.
Get help with the next step
If the supplier is still ignoring the complaint or the situation is escalating, share the timeline and documents and ask for help drafting the next message at https://ukfixguide.com/contact/.
