Energy is a competitive market with strong consumer protections, but bills can
be confusing and mistakes happen. Knowing how the system works — the price
cap, meters, switching and your right to complain — puts you in control.
The price cap and your bill
If you’re on a standard variable tariff, Ofgem’s
price cap limits the unit rates and standing charge you pay,
and it’s reviewed every three months. It caps the rates, not your total bill —
how much you pay still depends on how much you use. Sending regular
meter readings (or using a smart meter) keeps your bills
accurate and avoids nasty estimated catch-up charges.
Meters and switching
You can ask your supplier for a smart meter, though you don’t
have to have one. You’re also free to
switch supplier or tariff to get a better deal; comparing
tariffs takes minutes. If you’re struggling to pay, your supplier must offer
an affordable payment plan — and there’s more help on our
energy bill support
page.
Billing mistakes and back-billing
Under Ofgem’s back-billing rule, a supplier can’t charge you
for energy you used more than 12 months ago if it failed to
bill you correctly and it wasn’t your fault. If you’re landed with a large
catch-up bill, challenge it.
Complaints — and if your supplier goes bust
Complain to your supplier first. If it isn’t resolved within
8 weeks, or you get a “deadlock” letter, you can take it to
the free Energy Ombudsman, whose decision is binding on the
supplier. And if your supplier goes out of business, don’t panic — Ofgem
appoints a new one to take over, and any credit balance is protected, so your
supply won’t be cut off.
What to do next
Submit a meter reading, review your tariff, and challenge any bill that looks
wrong. If your supplier won’t put things right, escalate to the Energy
Ombudsman and check them in our
Complaints Directory.
Sources
Ofgem (energy price cap; back billing; supplier of last resort); Energy
Ombudsman (8-week and deadlock process); Citizens Advice. Reviewed: 3
September 2026.