Letter Template: Querying a Business Energy Bill

When to Query Your Business Energy Bill

If your business energy bill seems unexpectedly high, unclear, or based on questionable meter readings, you have every right to request a full breakdown and explanation from your supplier. A written query creates a formal record of your dispute and typically prompts a more thorough response than a phone call alone. Sending a clear, specific letter can help resolve billing issues more quickly and may protect your position if the matter needs to escalate later.

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Common Reasons for Querying a Business Energy Bill

There are several situations where sending a formal query letter makes sense:

• An unexpectedly high bill that does not match your usual consumption patterns or business activity levels
• A bill issued after your fixed contract ended, where deemed or rollover rates may have been applied without clear notice
• Disputed estimated readings, particularly where you believe actual meter readings would show lower consumption
• Suspected metering faults, such as a meter running fast or recording usage when your premises were closed
• Unclear charges on your invoice, including third party costs, climate levies, or capacity charges that have not been properly explained
• Back billing for a period you were not previously invoiced for, especially if this exceeds 12 months

Before sending your letter, gather any supporting documents you have. These might include previous bills for comparison, photographs of meter readings, records of when your premises were occupied, or copies of your original contract terms.

Letter Template for Querying a Business Energy Bill

[Your Business Name]
[Your Business Address]
[City, Postcode]
[Your Email Address]
[Your Phone Number]

[Date]

[Supplier Name]
Business Billing Team
[Supplier Address]
[City, Postcode]

Dear Sir or Madam,

Re: Formal Query Regarding Invoice [Invoice Number] for Account [Account Number]

I am writing to formally query the above invoice dated [invoice date], which covers the billing period [start date] to [end date]. The amount charged of [amount] is significantly higher than expected, and I would like to request a detailed explanation before making payment.

Please provide the following information:

1. A full breakdown of all charges for the disputed billing period, including energy consumed, unit rates applied, and standing charges.

2. The meter readings used to calculate this bill, including whether these were actual readings, estimated readings, or customer submitted readings.

3. Confirmation of the applicable unit rate and daily standing charge, and the contract or tariff under which these rates were applied.

4. An itemised list of all non-commodity charges included on this invoice, such as distribution costs, transmission charges, climate change levies, capacity charges, and any other third party costs.

5. Confirmation of the contract terms currently applied to this account, including the contract start date, end date, and whether the account is on a fixed rate, variable rate, or deemed rate tariff.

I believe this query is reasonable given [briefly state your reason, for example: the bill is approximately double our usual consumption for this period, or we have not been notified of any tariff changes, or the meter readings appear inconsistent with our actual usage].

Pending resolution of this dispute, I intend to withhold payment of the queried amount. I am happy to pay any undisputed portion of the bill, and I will settle the remainder promptly once I receive a satisfactory explanation or the bill is corrected.

Please respond to this query within 10 working days. If I do not receive a response, or if your response does not resolve my concerns, I may escalate this matter through your formal complaints procedure and, if necessary, to the Energy Ombudsman.

I look forward to your prompt reply.

Yours faithfully,

[Your Name]
[Your Position]
[Your Business Name]

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Withholding Payment on a Disputed Bill

You may choose to withhold payment of a disputed amount while your query is being investigated. However, this approach requires some care. If the supplier later determines that the bill was correct, you may face late payment charges or interest on the outstanding amount.

A reasonable middle ground is to pay any portion of the bill you accept as accurate, while clearly stating in writing that you are withholding the disputed element pending investigation. Keep copies of all correspondence and make a note of any phone conversations, including the date, time, and name of the person you spoke with.

If your supplier threatens disconnection while a genuine dispute is ongoing, this may breach their licence conditions. Micro businesses in particular have additional protections under Ofgem rules, and suppliers must follow their complaints procedures before taking enforcement action.

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Escalating Your Complaint

If your supplier does not resolve your query within eight weeks, or if they issue a deadlock letter stating they cannot help further, you can escalate the matter to the Energy Ombudsman. This service covers most business energy complaints and is free to use.

The Energy Ombudsman can investigate disputes about billing accuracy, contract terms, back billing, and customer service failures. If they find in your favour, they can require the supplier to correct your bill, pay compensation, or take other remedial action. Their decisions are binding on the supplier, though you remain free to pursue other options if you are not satisfied.

Micro businesses, generally defined as those employing fewer than 10 people and with an annual turnover or balance sheet below a certain threshold, receive additional protections under Ofgem rules. These protections include clearer contract terms, limits on back billing to 12 months in most cases, and requirements for suppliers to provide principal terms in writing before a contract begins. Check Ofgem guidance for current definitions and thresholds.

Additional Steps You Can Take

While waiting for a response to your query, there are several practical steps that may help your case:

• Take a photograph of your current meter reading and note the date and time
• Review your previous bills to establish a baseline for normal consumption
• Check whether any changes at your premises, such as new equipment, extended operating hours, or building work, could explain higher usage
• Request a meter accuracy test if you suspect the meter is faulty, though be aware that if the meter is found to be accurate, you may be charged for the test
• Contact Citizens Advice for free guidance on business energy disputes

For businesses in Scotland, energy regulation remains a reserved matter, so the same Ofgem rules and Energy Ombudsman service apply as in England and Wales. However, some consumer advice services operate differently, so check which organisation covers your area.

Frequently Asked Questions

How long does a supplier have to respond to my billing query?

Most suppliers aim to respond within 10 to 15 working days, though complex queries may take longer. If you have not received a substantive response within eight weeks, you can escalate to the Energy Ombudsman.

Can my supplier disconnect me while a dispute is ongoing?

Suppliers must follow their complaints procedures and should not disconnect a business while a genuine dispute is being investigated. Micro businesses have additional protections, and disconnection threats during an active complaint may breach licence conditions.

What is back billing and are there limits on how far back a supplier can charge?

Back billing occurs when a supplier issues a bill for energy used in a previous period that was not charged at the time. For micro businesses, Ofgem rules generally limit back billing to 12 months where the supplier was at fault for the delay.

Where can I find more information about my rights as a business energy customer?

Ofgem publishes guidance on business energy contracts and micro business protections. The Energy Ombudsman website explains the complaints process, and Citizens Advice offers free support for businesses dealing with energy disputes.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Business Letter Generator lets you tell us the situation and we will draft a polished business letter ready to personalise and send. Try it now →