Letter to complain about energy back-billing by Citizens Advice
Updated 17 October 2025
This letter template is designed for an energy customer to formally complain to their energy provider about back-billing issues. It specifically references Ofgem's back-billing rules, stating that the customer should only pay for one year's energy use if they haven't received an accurate bill for over a year. The letter requests an explanation for the billing delay and a resolution, including applying the back-billing rules.
Letter to complain about energy back-billing
Sam Hoolin 8 Park Avenue Arlton AL1 4CA
[email protected] 01632 960001
British Power 24 Station Road Giltham GT16 3LP
12 September 2025
Type of supply: Dual fuel
Account number: A632145
Reference number: JH556612
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 10 working days. If you fail to respond in this time, I will consider taking the matter further.
Thank you.
Yours faithfully,
Sam Hoolin
About this template
What is this template?
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