Help Centre

What happens if I dispute my energy bill?

Due to the current energy crisis you may be charged more for the same amount of energy used. This means that your upcoming energy bills could increase significantly.

If your bill increases and you are considering raising a dispute it is important to read through the following information to make sure you are taking the right steps. Disputing your bill may not necessarily be the best way to get the help you need.

There is help available if you can’t afford your bills

Click here to find more information on the grants and schemes available to help pay for your bills, and further advice on heating your home and reducing energy costs.

What happens if I raise a dispute?

When you dispute your bill, your energy company will try and work out if you have been charged the correct amount based on what you have used.

Before you consider raising a dispute, it’s important to check why your bill could have increased. This could be for a simple reason, or because of the general increase in energy prices. To keep up to date on the current energy price cap you can check the OFGEM website.

If you don’t understand why your bill has increased you should contact your energy supplier for an explanation. If there has been a mistake you can talk to them about raising a dispute.

What happens if my energy supplier rejects my dispute?

If your supplier does not uphold your dispute you will still be liable to pay what they have charged you. If you have not been paying your bills while you have waited for an outcome it is also likely your owed balance will increase.

Your energy supplier may take action against you if you don’t engage with them or tell them that you are struggling to pay. This could involve passing your account to a debt collection agency, such as Ophelos, or installing a prepayment meter in your home. Failure to make regular payments may also affect your credit score.

If you have raised a dispute and need further help

You can contact the Citizens Advice consumer helpline if you have a problem with your energy supplier and don’t know what next steps to take.

If you are not happy with the way your account has been managed you can also raise a complaint with the Energy Ombudsman. Please be aware that you need to have already been through a complaints process with your energy supplier before you contact them for help. If your complaint is not upheld, it is likely you will be liable to pay any debt that has built up in the meantime.

If you’re worried about your debt increasing it might be worth considering seeking debt advice.

🤔 Not sure where to start?

If you think you need help and aren’t sure how to move forward you could follow our suggested next steps below to help you make a start.

1️⃣ Get in touch with us if you feel you need help

It’s really important to let us know if you’re struggling and feel you need more support. Please email us at, or respond to any messages we’ve sent you, and tell us you need help.

We will never put pressure on you to agree to payments you can’t afford, we simply want to be aware of your situation so we can assist you.

If you talk to us we can:

  • Suggest resources that may help you
  • Discuss your options to find something to suit you
  • Give you some space if you need time to look into the support available
  • Keep your lender or supplier up to date so you don’t have to (please note we can only contact companies who have passed your account to us)

2️⃣ Consider whether you could manage making payments in the meantime

If you can afford it, keeping on top of payments may help prevent problems in the future, particularly for your energy bills. If you feel able to make manageable payments for the time being you can set something up through your Ophelos account or talk to our team.

If you don’t think you can manage to pay anything right now please let us know. There is help available, and if you are struggling our team will give you space to look into support.

3️⃣ Take some time to think about what you should deal with first

There is a lot of information out there and it may be difficult to know where to start.

Here are some tools which may help you think things through:

  • Work out which bills to prioritise
  • Work out which debts to deal with first
  • Find welfare, benefits, and grants that are relevant to your situation
  • Check what benefits you could be entitled to

Your first step could simply be deciding to talk to someone for more advice. You can find a local adviser for benefits, housing, jobs, and legal issues here. You can find a list of free debt advice organisations here.

4️⃣ Don’t forget to reach back out

While we are managing your account it is important to keep us up to date. If we give you some space we’ll always let you know how long the hold will last. This is so you’re aware when you need to get back in touch to let us know how you have got on.

When you update us we’ll be able to clarify next steps for you.

This could involve:

  • Revisiting your options
  • Giving you more space
  • Suggesting further resources to look into
  • Letting you know what to expect with regard to your account

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