Letter to complain about energy back-billing by Citizens Advice
Updated 5 November 2025
The Citizens Advice template letter to complain about energy back-billing helps consumers request that Ofgem’s rules are applied when accurate bills have not been received. It is part of Citizens Advice’s widely trusted library of open, lawyer-vetted letter templates.
Letter to complain about energy back-billing
[sender name]
[sender address line 1]
[sender address line 2]
[sender email]
[sender phone]
[recipient name]
[recipient address line 1]
[recipient address line 2]
[letter date]
Type of supply: [type of supply]
Account number: [account number]
Reference number: [reference number]
To whom it may concern,
Re: Back-billing complaint
I am writing about a problem with how my account has been billed. This problem falls under Ofgem's back-billing rules.
I have still not received my first bill at this address, despite contacting you several times to ask for one. I requested a bill on 3 April, 10 May and 7 June and moved into my new home on 10 March. I have spoken to you on the phone on several occasions and you have not issued a bill. I provided meter readings on the day I moved into the property and each time I spoke to you. I am unhappy with the level of customer service you have given me.
The Ofgem back-billing rules say I should only have to pay for 1 year’s energy use if I haven’t received an accurate bill for over a year. Please make sure that the Ofgem back-billing rules are applied to the balance on the account.
Please explain why you haven't issued a bill and what you are able to do about the poor level of customer care I’ve received.
Please respond to my complaint in writing within [number of days] working days. If you fail to respond in this time, I will consider taking the matter further.
Thank you.
Yours faithfully,
[sender name]
About this template
What is this template?
Letter to complain about energy back-billing by Citizens Advice is a free, ready-to-use Consumer law template you can open, customize, and download on GitLaw. It gives you a professionally structured starting point, so you never have to draft from a blank page. The wording is plain and modern, organized into clear sections that are easy to read, edit, and adapt to your own situation before you share or sign it.
When should you use it?
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