What are my rights as an energy customer?
Household energy protections depend on where you live, your supplier, meter and circumstances. In Great Britain, Ofgem rules set important protections; ask your supplier to explain the rule that applies and get advice if a dispute remains.
Back-billing: an important but qualified protection
In Great Britain, domestic suppliers are generally restricted from charging for energy used more than 12 months earlier when the supplier failed to bill accurately. The protection is not an automatic cancellation of every old bill. Exceptions can include cases where a customer has acted obstructively, prevented accurate billing, or failed to provide requested information; the detailed facts and current rules matter.
Ask for a breakdown of dates, readings and why the charges were delayed. Keep copies of bills, readings and communications, and contact Citizens Advice or your local consumer advice service if you cannot resolve whether the protection applies.
Switching and account credit
Great Britain has a supplier-switching process with consumer protections, including a switching guarantee for eligible domestic switches. Check the terms and any relevant exceptions with your new supplier; switching may take longer or need investigation if account or meter details do not match. Do not stop paying current bills just because a switch is in progress.
If you leave a supplier with credit, ask for a final bill and refund of any remaining balance. Keep meter readings and account statements. Suppliers should handle credit refunds fairly, but the amount can depend on final readings and charges; challenge unexplained deductions with evidence.
Extra help and difficulty paying
You can ask your supplier or energy network to add you to the free Priority Services Register if you meet its criteria or need support due to personal circumstances. Support can include communication adjustments and help during supply disruption; the exact services depend on the need and provider. You may need to register separately with your supplier and network operator.
If you are struggling to pay, contact the supplier as soon as possible and explain what you can afford. Ask about a payment plan based on your circumstances, benefits or hardship support, energy-efficiency help, and options for meter or payment arrangements. In Great Britain, suppliers must consider customers' ability to pay under applicable rules. If you use prepayment, tell the supplier if topping up is difficult or unsafe; ask about available emergency support. Do not ignore letters or agree to an amount you cannot sustain without explaining your position.
Complaints and the Energy Ombudsman
Complain to your supplier first and clearly state what happened, what you want it to do, and provide evidence. Keep the complaint reference and copies of replies. If it has not resolved the matter after eight weeks, or it sends a deadlock letter earlier, you may be able to take an eligible complaint to the Energy Ombudsman at no cost to you. Check its current coverage and eligibility; Northern Ireland uses different arrangements.
Energy Ombudsman decisions can require a supplier to take specified action, but the service is not a substitute for emergency help or legal advice. For urgent safety or loss-of-supply concerns, contact the supplier or network operator directly.
Where these protections apply
Ofgem regulates Great Britain. Northern Ireland has its own energy regulator, rules and complaint arrangements, so GB protections and processes should not be assumed to apply there. The exact position can also depend on whether the account is domestic or business.
Good to know
Does the 12-month back-billing rule wipe every old charge?
No. It generally limits recovery where supplier failure caused the delay, but exceptions apply. Ask for a date-by-date explanation and check official guidance for your circumstances.
Can I get credit refunded when I switch?
Ask for a final bill and refund of any remaining credit. The final amount may depend on readings and closing charges; challenge deductions you do not understand.
When can I take a complaint to the Energy Ombudsman?
Usually after eight weeks without resolution or earlier after a deadlock letter, if the complaint and supplier are within its eligibility rules.
Does the Priority Services Register cost anything?
No. It is a free service. Contact your supplier and network operator to ask about eligibility and the support available to you.
Sources
EnergyQuote.ai is independent and not a supplier, broker or comparison site. This is general guidance, not a personal tariff quote.
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