Help when a business energy bill is unaffordable or wrong

Prepare a short affordability picture

List the current balance, undisputed amount, normal monthly energy cost, cash available and a realistic payment proposal. Ask the supplier about payment-plan reviews, temporary payment reductions or breaks, extra time, hardship support and any tariff or contract options it can offer.

Ofgem advises businesses to contact their supplier as soon as they are worried about paying. Support is not identical across suppliers and business sizes, so ask the supplier to confirm the arrangement and any effect on collection activity, interest, switching or the ongoing supply in writing.

• Do not promise a payment the business cannot maintain.
• Keep current usage charges separate from repayment of older debt.
• Ask whether grants or hardship funds have eligibility conditions.
• Get free debt advice if energy arrears are part of a wider cash-flow problem.

Challenge a bill with specific evidence

Check the supply address, MPAN or MPRN, meter serial number, billing dates, readings, rates, standing charges, adjustments, VAT and Climate Change Levy. Compare the disputed rate with the accepted contract and the readings with dated meter photographs or smart-meter data.

Open a formal complaint when ordinary customer service does not resolve the issue. State the outcome required, attach the evidence and ask for a complaint reference. Keep a timeline of calls, emails, bills and payments, including any amount paid while the balance remains disputed.

Check whether back-billing protection applies

Ofgem's back-billing rules can prevent a supplier from charging a domestic customer or microbusiness for energy used more than 12 months earlier when the supplier failed to bill correctly. The protection has conditions and exceptions, including where the customer unreasonably obstructed accurate billing or avoided payment.

Do not assume every business qualifies. Ask the supplier to state whether it treats the organisation as a microbusiness, which consumption period each adjustment covers and why it believes the back-billing rule does or does not apply.

Escalate an unresolved complaint

Follow the supplier's published complaint process first. Ofgem says a complaint can be taken to the Energy Ombudsman if it is not fixed within eight weeks or if the business receives a deadlock letter. Eligibility depends on the type and size of business and the dispute, so check the Ombudsman's current criteria before applying.

The Energy Ombudsman is independent from Ofgem. Citizens Advice, Advice Direct Scotland and Business Debtline can also provide free guidance in the areas they cover. If disconnection, court action or insolvency is threatened, obtain qualified advice promptly rather than relying only on a general online guide.