Ofgem back-billing rules 2026: can I claim a refund?
If you’ve been charged late for energy you used years ago (or your bill suddenly jumps after a meter reading), the Ofgem back-billing rules can limit what your supplier is allowed to collect. Use this guide to understand the rules in 2026, check if you may be owed a refund or bill reduction, and compare whole-of-market home energy deals to avoid repeat surprises.
- Understand the 12-month back-billing limit and when it applies
- See common exceptions (and what suppliers must prove)
- Follow a simple claim process and template wording
- Compare tariffs to cut costs once your account is corrected
Home energy only. Whole-of-market comparison. Switching is optional—use the form to get tailored options and next steps.
Quick check: does Ofgem back-billing apply to your bill in 2026?
In most household cases, energy suppliers shouldn’t charge you now for gas/electricity used more than 12 months ago if the supplier failed to bill you correctly at the time. If they try, you can often challenge the charges and in some situations seek a refund, bill reduction, or account correction.
Plain-English rule of thumb: if the supplier is “catching up” because they didn’t bill you properly, they normally can’t back-bill you for energy used more than 12 months before they issued the correct bill.
You’re more likely covered if:
- You received no bills for a long period, then a large “catch-up” bill arrived.
- Your supplier billed on incorrect estimates for months/years despite you trying to provide readings.
- A meter exchange, smart meter installation, change of tenancy, or account transfer caused billing to go wrong.
- You can show you made reasonable efforts to pay (for example, you contacted them, submitted readings, or asked for a bill).
You may not be covered if:
- You blocked meter access or repeatedly refused to provide readings when asked.
- You knew you weren’t being billed and did not take reasonable steps to put it right.
- The charges relate to a period already billed correctly (back-billing isn’t a “discount” for accurate bills).
Next: if you want to reduce ongoing costs while you dispute charges, you can compare whole-of-market deals. Switching doesn’t remove your right to challenge historical billing—your old supplier still has to resolve the account.
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Tip: If you’re disputing a back-bill, consider paying any undisputed amount and ask your supplier to put the disputed balance “on hold” while it’s investigated.
Important: This guide is general information for UK households. Back-billing outcomes depend on your account history, supplier actions, and evidence. If you’re in financial difficulty, also ask about repayment plans and any support schemes available.
Why this matters (and what you can gain)
Avoid paying for supplier mistakes
If your supplier didn’t bill you properly, the back-billing limit can reduce what they can legally pursue for older energy use.
Get accounts corrected (and refunds)
Where you’ve already paid charges that should have been written off, you may be able to request a credit or refund after review.
Lower future bills with switching
Once your billing is stable, comparing tariffs can help you reduce ongoing costs—especially if you’re on a poor-value default tariff.
If you want to jump straight to the process, go to how to claim a refund / challenge a back-bill.
Ofgem back-billing rules in 2026 (households): the essentials
Back-billing rules are designed to protect domestic customers from unexpectedly large bills caused by a supplier’s failure to bill accurately and on time. While exact application depends on the circumstances, the key principle is a 12-month limit in many situations.
What the limit means
If your supplier failed to bill you correctly, they typically can’t charge you for energy used more than 12 months before they issue a correct bill or statement, provided you haven’t behaved unreasonably.
Refund vs write-off
Often the outcome is a bill adjustment (older charges removed). If you already paid those older charges, you can ask for a credit/refund after the account is recalculated.
Back-billing at a glance
| Scenario | What the supplier may do | What you can ask for |
|---|---|---|
| No accurate bills for 18+ months due to supplier error | Bill only the most recent 12 months (older usage often written off) | Remove older charges; request refund if already paid |
| Long period of estimated bills despite your attempts to provide readings | Rebill based on corrected reads; limit older recovery where back-billing applies | Challenge any portion older than 12 months caused by supplier failure |
| You ignored repeated requests for readings/access | May argue an exception and seek to recover older charges | Ask for evidence; negotiate plan; check complaint options |
| Billing dispute resolved and corrected bill issued | Account should reflect correct dates, reads, and payments | Request written breakdown; confirm any refund timeline |
What to keep: copies/screenshots of meter readings you submitted, dates of phone calls/web chats, emails, complaint references, and any bills showing “estimated” vs “actual” readings.
Eligibility & exceptions: when suppliers may resist a refund
Suppliers may argue the back-billing limit doesn’t apply if they believe you prevented accurate billing. If you’re told an exception applies, ask the supplier to explain exactly what they relied on (and provide a timeline of attempted contact and requests).
Examples that can weaken your claim
- Repeatedly refusing meter readings or access without a reasonable alternative.
- Ignoring notices asking you to confirm opening reads after a move-in.
- Knowing you weren’t being billed and not contacting the supplier for a long time.
- Providing incorrect readings that misled billing (accidental errors can still be argued).
Examples that strengthen your claim
- You submitted readings via app/online/phone and have confirmation.
- You raised billing issues but weren’t given a proper response.
- The supplier billed the wrong meter serial number or wrong address.
- You were put on repeated estimates despite a working meter/smart meter.
Moving home? Back-billing issues often start with missing opening/closing readings. If you moved in/out and later got a back-bill, gather tenancy dates, inventory photos of meters, and any messages to the supplier/landlord/agent about meter reads.
How to claim a refund or challenge back-billing (step-by-step)
Use this process if you’ve received a catch-up bill or your supplier is trying to recover older charges. The goal is to get a clear calculation, apply the 12-month limit where relevant, and request a credit/refund if you’ve already paid.
- Ask for a full breakdown: request bill dates covered, meter readings used (estimated vs actual), tariff rates, and how they calculated the catch-up amount.
- Establish the “bill failure” period: identify when accurate bills stopped and when the supplier first issued a correct bill.
- Apply the 12-month limit: tell them you dispute any recovery for energy used more than 12 months before the first correct bill (where back-billing rules apply).
- Provide evidence: send screenshots/emails showing readings submitted, dates you contacted them, or smart meter data if available.
- Request the outcome in writing: ask for a revised statement showing removed charges, new balance, and any refund/credit amount.
- Escalate as a complaint: if unresolved, make a formal complaint and keep the reference number and timeline.
- If still unresolved: after the supplier’s final response (or if it drags on), you may be able to take it to the Energy Ombudsman.
Template wording (copy/paste)
“I’m disputing the back-billed charges on my account. Please provide a full breakdown of the period billed, readings used, and how the charges were calculated. Where you have failed to bill accurately, I understand back-billing rules limit recovery to the most recent 12 months. Please remove any charges for energy used more than 12 months before the first correct bill/statement and reissue a corrected bill. If I’ve already paid any amounts that should be written off, please confirm the refund/credit and when it will be applied.”
Send via email or in-app chat so you have a written record.
If you’re worried about debt letters
- Ask the supplier to mark the balance as “in dispute” while investigated.
- Pay the undisputed amount if you can, and offer a temporary plan for the rest.
- Request they pause collections activity until the complaint outcome is issued.
Once your account is corrected, you can reduce the chance of repeat issues by submitting regular readings (or ensuring your smart meter is communicating) and reviewing your tariff. You can compare home energy deals here.
Common back-billing mistakes (that cost households money)
Only disputing by phone
Always follow up in writing (email/in-app message) so you can prove timelines, readings, and what was agreed.
Paying everything without review
If older charges should be written off, paying first can make it harder (not impossible) to untangle. Ask for recalculation promptly.
Not checking the “from/to” dates
The 12-month limit is time-based. Highlight the exact portion of usage that falls outside the permitted period.
Quick self-audit checklist
- Do you have at least one actual meter reading date in the last 12 months?
- Can you show you attempted to provide readings or fix billing?
- Does the back-bill include usage from more than 12 months before the corrected bill date?
- Have you asked for the supplier’s complaints process and a reference number?
FAQs: Ofgem back-billing rules & refunds (UK)
Can I claim a refund under the back-billing rules?
Potentially, yes—if your account is recalculated and it shows you paid charges for energy use that should have been written off due to late billing. Often suppliers apply a credit to your account first; you can then ask whether it can be refunded to your bank if you’re in credit.
Does switching supplier affect my back-billing dispute?
No—your previous supplier still has to resolve the old account. Switching can help you control future costs while the dispute is handled, but keep records and confirm the final meter readings on the switch date.
What if my supplier says the 12-month limit doesn’t apply?
Ask them to explain which exception they believe applies and to provide evidence (contact logs, requests for readings/access, letters sent). If you did engage and tried to pay, highlight that and escalate via the complaints process.
I have a smart meter—can I still be back-billed?
Yes. Smart meters can stop sending readings or be set up incorrectly after installation. If smart data wasn’t used and billing was wrong, you can still challenge catch-up charges and ask for corrected statements.
Is back-billing the same as a price cap issue?
No. The Ofgem price cap limits certain tariffs’ unit rates/standing charges. Back-billing is about how far back a supplier can recover charges when they failed to bill correctly.
What should I do right now if I’ve had a big catch-up bill?
Ask for a full breakdown, dispute the older portion in writing, pay the undisputed amount if possible, and request the balance be placed on hold during investigation. Then compare tariffs to reduce ongoing costs.
Want help cutting your bills while you sort billing issues? Use the comparison form above or jump back to compare.
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What customers typically say
“The guide helped me understand what part of the bill I could dispute. Having the steps written out made it much easier.”
Domestic customer, UK
“I compared tariffs after fixing my account and finally moved off an expensive default rate.”
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Testimonials are illustrative of common experiences; outcomes vary by supplier, tariff availability, and account circumstances.
Ready to reduce your bills after a back-billing shock?
Compare whole-of-market home energy deals and get a clear route forward. If you’re disputing older charges, you can still switch for future supply while the old account is corrected.
- See suitable tariffs for your postcode
- Understand your next steps if you’re disputing a bill
- Switching support from start to finish
Prefer to read first? Go back to the rules or claim steps.
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