Energy suppliers paying out millions after billing errors

Billing errors have led to major energy providers paying out millions of pounds in compensation to customers.

Guardian Money analysed cases handled by the energy ombudsman and found that between 2019 and 2024, more than £20m was paid out following billing errors.

Figures also showed that during this period:

• there was a 141% increase in billing complaints
• billing was behind 54% of all complaints

Vulnerable people ‘being pushed to breaking point’

In response to the findings, fuel poverty charity National Energy Action has warned that the problem could be much bigger than the figures suggest.

Director of policy Peter Smith pointed out that energy customers often don’t know how to challenge a mistake in a bill or seek compensation.

As a result, he believes the figures “could just be the tip of the iceberg”.

“Sadly, we have witnessed the impact when an inaccurate, or shock bill, pushes a vulnerable consumer to breaking point,” he commented.

“Beyond the financial impact, the stress and anxiety are often unbearable and affect people’s daily lives.”

What should I do if my energy bill is wrong?

If your energy bill isn’t correct, you should get in touch with your energy supplier.

They’ll have details on their website about how to raise a complaint.

Citizens Advice has a handy template to help you write a letter or email, so you know what information to include.

If the problem you’ve reported hasn’t been resolved in eight weeks or you’re not happy with their response, you can then complain to the energy ombudsman.

What can I do if I’m struggling with energy bills?

If you’re finding it hard to keep up with your energy bills, then there are practical steps you can take.

For example, a quick look on a comparison site such as Uswitch.com could help you find a much more competitive deal.

You should also talk to your supplier about any help they can provide, such as reduced payment plans or grants.

We can also help you check you’re claiming all the benefits you’re entitled to, offer budgeting tips and talk you through the range of debt solutions available.