Free Template

Free Energy Complaint Letter Template UK 2026

Use this free template to complain to your UK energy supplier about overcharges, billing errors, back-billing, or unfair practices. It follows Ofgem guidelines and includes the key regulatory references. Copy the text, fill in your details, and send it.

[Your Full Name]
[Your Address]
[Your Postcode]
[Your Email Address]
[Your Account Number]


[Energy Supplier Name]
[Complaints Department]
[Supplier Address]


[Date]


Formal Complaint — [Choose: Billing Error / Overcharge / Back-billing / Unfair Practice]
Account Number: [Your Account Number]
Supply Address: [Your Supply Address if different from correspondence address]


Dear Sir or Madam,


I am writing to make a formal complaint about [describe the issue briefly — e.g. "an overcharge on my energy bill for the period [date] to [date]" or "a billing error that has resulted in an incorrect balance on my account"].


Details of the Complaint

[Describe the issue in detail. Include:

  • The specific billing period(s) affected
  • What you believe the correct charges should be
  • Your meter readings for the disputed period (if applicable)
  • Any previous contact you have had about this issue (dates, reference numbers)
  • The financial impact on you

]


Regulatory Basis

[Choose the relevant paragraphs:]


For overcharges or billing errors:
Under Ofgem's Standards of Conduct (SLC 0), energy suppliers must treat customers fairly and provide accurate billing based on actual consumption data. I believe this billing does not reflect my actual energy usage.


For back-billing disputes:
Under Ofgem's back-billing rules (SLC 21B), suppliers must not back-bill a domestic customer for energy consumed more than 12 months prior where the supplier was at fault for the billing failure. I believe the charges in question relate to a period that falls outside this 12-month window.


For direct debit disputes:
Under SLC 27.8, suppliers must ensure direct debit amounts are based on the best available information about a customer's energy consumption. The direct debit amount of [amount] does not reflect my actual usage pattern.


For switching/tariff issues:
Under the Erroneous Transfer rules and SLC 14, suppliers must not prevent or delay a customer from switching to a better tariff or a different supplier.


What I Am Asking For

  • [A full refund of GBP [amount] overcharged]
  • [Correction of my account balance to reflect actual consumption]
  • [Cancellation of back-billed charges outside the 12-month window]
  • [Adjustment of my direct debit to reflect actual usage]
  • [Compensation for the time and distress caused by this error]

Supporting Evidence

I attach the following:

  • [Copies of disputed bills]
  • [Photographs of meter readings]
  • [Previous correspondence about this issue]
  • [Any other relevant documentation]

I expect a substantive response to this complaint within 8 weeks, as required under Ofgem's complaint handling standards. If the matter is not resolved within this timeframe, I will escalate my complaint to the Energy Ombudsman.


Yours faithfully,

[Your Name]

How to send your complaint

  1. Find your supplier's complaints address. This is usually on your bill, your supplier's website, or their app. Most suppliers also accept complaints via email or online form.
  2. Send it in writing. Always put your complaint in writing (email or letter) rather than just calling. Written complaints create a paper trail and start the 8-week clock for Ombudsman escalation.
  3. Keep copies of everything. Save a copy of your complaint, all evidence, and every response from the supplier. You will need this if you escalate to the Energy Ombudsman.
  4. Note the date. The 8-week countdown starts from when the supplier receives your written complaint. If they have not resolved it after 8 weeks, you can go to the Energy Ombudsman.

Tips for a stronger complaint

  • Include meter readings. Actual meter readings are the strongest evidence for billing disputes. Take photos of your meter with a timestamp.
  • Be specific about money. State exactly how much you believe you have been overcharged and how you calculated it.
  • Reference Ofgem rules. Mentioning the specific Supply Licence Condition (SLC) shows you know your rights and makes the supplier take the complaint more seriously.
  • Keep it factual. Emotional language weakens a complaint. Stick to dates, amounts, and evidence.
  • Mention the Ombudsman. Stating that you will escalate to the Energy Ombudsman if unresolved demonstrates you know the process and intend to follow through.

When a template is not enough

This free template gives you the right structure, but every energy complaint is different. The strongest complaint letters are tailored to the specific issue — citing the exact Ofgem rules that apply, referencing the correct Supply Licence Conditions, and calculating the precise amount owed.

BillFight does this automatically. You enter your supplier, describe the issue, and the AI generates a professional complaint letter citing the correct regulations in under 2 minutes. One-off GBP 4.99 — no subscription.

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Frequently Asked Questions

Can I use this template for any UK energy supplier?

Yes. This template works for complaints to any Ofgem-licensed energy supplier in the UK including British Gas, OVO, EDF, E.ON, Octopus Energy, Scottish Power, Shell Energy, So Energy, Utility Warehouse, and all other licensed suppliers.

What happens after I send my complaint?

Your energy supplier has 8 weeks to resolve your complaint. If they do not resolve it to your satisfaction within 8 weeks, or if they issue a deadlock letter, you can escalate to the Energy Ombudsman. The Ombudsman can order the supplier to pay compensation, correct billing, or take other remedial action.

How much can I claim back from my energy supplier?

There is no fixed limit. If you have been overcharged, you are entitled to a full refund of the overcharged amount. Under Ofgem's back-billing rules, suppliers cannot back-bill you for energy used more than 12 months ago if they were at fault for the billing error. The Energy Ombudsman can also award compensation for distress and inconvenience.

Is this free template enough to win my complaint?

A template gives you the right structure and tone, but the strength of your complaint depends on the specific details and evidence you provide. BillFight generates a personalised complaint letter for GBP 4.99 that identifies your specific issue type, cites the correct Ofgem rules, and includes escalation deadlines.

What evidence should I include with my complaint?

Include meter readings (photos if possible), copies of bills you are disputing, screenshots of tariff information or price promises, any previous correspondence with the supplier, and records of phone calls (dates, times, who you spoke to). The more evidence you provide, the stronger your complaint.

Related guides

How to complain about your energy bill

Step-by-step guide to the complaint process.

How to dispute an energy bill UK

Full guide to challenging incorrect energy bills.

Energy Ombudsman complaint guide

How to escalate when your supplier does not resolve it.

Overcharged for gas or electric?

What to do if your energy bill seems too high.

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