How to Dispute a Gas Bill — A Step by Step Guide

If you want to know how to dispute a gas bill, you’re in the right place. Whether your bill looks wrong, you’ve been back-billed, or your supplier just isn’t listening — you have more rights than most people realise. Here’s exactly what to do.

Step 1 — Check the bill yourself first

Before contacting your supplier, verify the figures yourself. This strengthens your position and means you go into the conversation with evidence, not just a feeling.

Take a manual reading from your meter
Check whether your bill is based on estimated or actual readings (look for an “E”)
Convert your reading to kWh and compare to what you’ve been charged

Use the gas meter reading to kWh calculator to check your figures →

Not sure if your bill is right? Run it through the Bill Checker →

Step 2 — Contact your supplier informally first

Most disputes can be resolved with a single phone call or message — especially if you have an actual meter reading to provide. Contact your supplier and:

Explain the discrepancy clearly and calmly
Provide your actual meter reading
Ask them to recalculate your bill
Get a reference number for the call or message

Keep a record of everything — dates, names, reference numbers and what was agreed.

Step 3 — Raise a formal complaint

If your supplier doesn’t resolve the issue informally, your next step is a formal written complaint. This is important because:

It creates an official paper trail
It triggers your supplier’s regulated complaints process
Your supplier must respond within eight weeks
It opens the door to the Energy Ombudsman if needed

A formal complaint letter should include your account details, a clear description of the problem, what you’ve already tried, and what resolution you’re seeking.

Generate a formal complaint letter in minutes →

Step 4 — Escalate to the Energy Ombudsman

If your supplier hasn’t resolved your complaint within eight weeks, or has issued a deadlock letter, you can escalate to the Energy Ombudsman. This service is:

Free to use for consumers
Independent from energy suppliers
Able to award compensation and force corrective action

You don’t need a solicitor or any legal knowledge to use it. The Ombudsman will investigate and issue a decision your supplier is legally bound to follow if you accept it.

Common gas bill disputes — and how they’re resolved

Back-billing

If your supplier has been estimating for over 12 months and suddenly sends a large back-bill, you may be protected under Ofgem’s back-billing rules. Challenge it in writing immediately.

Wrong meter readings

If your bill is based on estimated readings when actual readings were available, ask your supplier to recalculate. Provide your own reading as evidence.

Incorrect tariff applied

If you’ve been charged on the wrong tariff — for example after a meter replacement or supplier switch — request a full account audit going back to when the error started.

Direct debit set too high

Your supplier must be able to justify your direct debit amount with evidence of projected usage. If you believe it’s too high, write to them formally requesting a review and reduction.

Ready to raise a formal complaint?

Our Complaint Letter Generator creates a professional, evidence-based complaint letter in minutes — tailored to your specific situation. It’s free to use and covers all the major UK energy suppliers.

Generate your complaint letter now →

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All advice on SmartMeterHelp is independent. We’re not affiliated with any energy supplier.