Billing errors
Wrong amounts charged, duplicate charges, or wrong meter readings and estimates.
9,844complaints of this kind in the census
804companies affected
52%graded severe
Where to escalate
- Energy Ombudsman — For gas and electricity suppliers, once the supplier has had 8 weeks or issued a deadlock letter.
- Financial Ombudsman Service — Free and independent for banking, insurance, credit and payments — after you have complained to the firm and waited up to 8 weeks.
- Citizens Advice consumer service — Free first-line advice on consumer disputes in England, Wales and Scotland.
What people actually describe
“I have sent numerous emails and complaints to the customer service team but there has been no solution.”
“I was apparently on the wrong tariff and Octopus hadn't received my”
“withholding my money. I was forced to aggressively chase their abysmal customer service just to find out why my refund was delayed”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| British Gas | 301 | 28% |
| Octopus Energy | 211 | 28% |
| E.ON Next Energy Ltd | 202 | 19% |
| EDF UK | 191 | 29% |
| OVO | 187 | 25% |
| Outfox Energy | 174 | 29% |
| ScottishPower | 173 | 21% |
| T-Mobile | 152 | 27% |
| Paylaterr | 144 | 35% |
| ACE Money Transfer | 130 | 25% |
| Virgin Media | 117 | 10% |
| Wise | 115 | 10% |
Counts depend on how many of each company’s reviews are in the census, so this ranks what we have read, not the whole market. See the full ranking.