How to Complain About a Gas Bill: A Step-by-Step Guide

The short answer: complain clearly and keep the evidence

If a gas bill is wrong, contact the supplier and say that you are making a formal complaint. Explain the error, give the account and bill details, attach the evidence and state the correction you want. Ask for a complaint reference and a written response. Keep paying charges you agree with where possible, and speak to the supplier immediately if the disputed bill makes payment unaffordable.

In England, Scotland and Wales, you can take an unresolved complaint to the free Energy Ombudsman after eight weeks, or sooner if the supplier sends a deadlock letter. Northern Ireland has a separate route through the Consumer Council, explained below. Ofgem regulates Great Britain but does not investigate individual household complaints.

A complaint is more useful than a long account of every contact when it answers four questions: what is wrong, what proves it, what should replace it, and when do you need a response?

Check what is actually wrong with the gas bill

Start by comparing the billed meter reading with the meter itself. Note whether the bill marks the reading as estimated, check the billing dates and confirm that the meter serial number matches your meter. Then check the unit rate, standing charge, payment method and any tariff change against your contract or tariff information.

If the usage looks wrong, compare two dated readings from the same meter. Our gas bill calculator can estimate the cost using your own rates, while the gas units to kWh guide explains why raw meter units are not the same as billed kWh. Keep your calculation as supporting evidence, not as proof that the supplier must use identical rounding or calorific values.

Separate the bill from the monthly Direct Debit. A payment can change because the supplier is spreading forecast annual costs or recovering debt even when the latest bill is accurate. If the physical reading or serial number appears wrong, follow the checks in our faulty gas meter guide before requesting a formal meter test.

• Bill: save the complete statement, not only a screenshot of the total.
• Readings: record the date, digits, meter unit and serial number; add a clear photo if safe.
• Tariff: keep the contract, rate-change notice or tariff information label.
• Payments: list Direct Debits, card payments, refunds and credits relevant to the disputed balance.
• Contacts: note dates, names, reference numbers and what each person promised.

Write a gas bill complaint the supplier can act on

Use the complaints contact on the supplier’s website or bill. Citizens Advice says you can complain by phone or in writing; an email or letter gives you a ready-made record. If you start by phone or webchat, write down the date, time, adviser and reference, then send a short written summary if the problem was not fixed.

Put the words formal complaint in the subject line. Give your name, address, account number and the bill date. Describe the problem in chronological order, but keep it focused. List the enclosed evidence and ask for a specific remedy: for example, replace an estimated reading, rebill the period at the contracted rate, correct the opening balance, refund a proven overpayment or explain the calculation line by line.

A useful worked complaint statement is: “My bill dated 8 October uses an estimated closing reading of 12,640. My dated meter photo shows 12,410 on 7 October. Please rebill the period using the actual reading, send a corrected statement and pause collection of the disputed difference while you investigate.” Replace every detail with your own facts and do not claim a reading is actual unless you recorded it.

Track the complaint and protect your position

Ask when the supplier expects to respond and keep every reply together. Do not cancel a Direct Debit or refuse the whole bill simply because a complaint is open: the Energy Ombudsman warns that this can create further problems. If you cannot afford the payment, contact the supplier and ask for an affordable arrangement while the disputed amount is investigated. Our payment-help guide explains the support conversation.

If the disputed balance includes older catch-up charges, also check the separate back-billing rules. If the account is in genuine credit instead, use the credit refund steps. These rights may affect the remedy you request, but they do not replace the supplier’s complaints process.

The eight-week and deadlock route applies in England, Scotland and Wales. Northern Ireland uses a different process.

Escalate to the Energy Ombudsman in Great Britain

The Energy Ombudsman covers domestic gas and electricity supply disputes in England, Scotland and Wales, including bills, meters, switching and customer service. You must normally give the supplier eight weeks from the first complaint, unless it issues a deadlock letter sooner. The service is free and independent.

Send the Ombudsman a concise timeline, the original complaint, the supplier’s final response or deadlock letter, bills, readings, payment evidence and the remedy you requested. Its current guidance says a dispute should be escalated within 12 months of the deadlock letter. Do not wait until the evidence or your contact details are hard to recover.

The Ombudsman can require practical action such as correcting an account, an explanation or apology, and a financial award. It cannot fine a company. If you accept the decision, the supplier is bound by it; the Ombudsman says the supplier then has 28 days to implement the remedy. If you reject the decision, other routes may remain open, so read the decision carefully before accepting it.

Use the Consumer Council route in Northern Ireland

Ofgem and the Energy Ombudsman route above do not apply to a domestic gas complaint in Northern Ireland. First log a formal complaint with the gas supplier and give it the opportunity to respond. The Consumer Council says the supplier’s standard response time is normally eight to ten days.

If the response is missing or you remain unhappy, the Consumer Council can investigate unresolved electricity, oil and gas complaints. Its free service covers billing, meters, switching, customer service and faults. Gather the complaint reference, supplier replies, bills and other evidence before contacting it. If you need extra assistance, the Consumer Council says it may be able to help from the beginning.

A final checklist before you send or escalate

Read the complaint once as if you were the person asked to correct the account. The desired outcome should be obvious and every number should link to a bill, reading or payment record. Remove unrelated history, but keep facts that explain when the error started or why a promised correction failed.

Send copies rather than your only originals. Keep proof of posting for a letter and export or screenshot a webchat before closing it. Record the first complaint date because it starts the Great Britain eight-week period. If circumstances make standard contact difficult, ask for an accessible format or reasonable adjustment and explain the communication method you need.

• The account number, address, bill date and disputed amount are clear.
• Every meter reading includes a date and the correct unit.
• The evidence is labelled and the requested correction is specific.
• You have asked for a complaint reference and written response.
• The escalation route matches Great Britain or Northern Ireland.