Authoritative UK websites and guides we reference
These are the official UK resources we reference when building your BillShield letter. Useful if you want to dig deeper into your rights with energy companies, water suppliers, Ofgem complaints, or how to challenge unfair charges.
Regulator for gas and electricity companies in Great Britain. Sets price caps, rules on billing, and handles complaints about suppliers.
ofgem.gov.uk - Ofgem
Regulates water and sewerage companies. Sets rules on water bills, leaks, service standards, and complaint handling.
ofwat.gov.uk - Ofwat
Regulates energy suppliers and water companies in Northern Ireland. Equivalent to Ofgem and Ofwat.
uregni.gov.uk - Utility Regulator
Free independent service handling complaints about gas and electricity suppliers. Ofgem can force suppliers to pay up based on their decisions.
energyombudsman.org - Energy Ombudsman
Free independent service for water company complaints. Can order refunds for overcharges, poor service, or leaks not fixed.
waterombudsman.org - Water Ombudsman
Advocacy body for water customers. Can help with complaints, leaks, and disputes with water companies.
ccwater.org.uk - Consumer Council for Water
Government information on energy schemes, bill support, and your rights when disputing charges.
gov.uk/guidance/energy-bills-support - UK Government
Free guidance on energy bills, water charges, complaints procedures, and how to challenge suppliers unfairly.
citizensadvice.org.uk - Citizens Advice
Consumer expert guidance on energy bills, water charges, switching suppliers, and complaint procedures.
which.co.uk - Which?
Independent advice on cutting energy bills, getting refunds, and fighting back against unfair charges.
moneysavingexpert.com - MoneySavingExpert
Yes. You can ask your supplier for proof the charge is right - they must show meter readings or usage data. If they can't, you can dispute the bill through the ombudsman.
Report it formally in writing. If they don't fix it within a set timeframe, you can complain to the Water Ombudsman and request a credit on your bill.
First, complain to your supplier and give them a reasonable time to respond. If you're unhappy with their reply, you can complain to the Energy Ombudsman within a year.
Yes. The ombudsman can order refunds going back several years. However, after 6 years (usually), you may not be able to claim through the courts without good reason.
The price cap sets a maximum that Ofgem says suppliers can charge. It limits what you pay for energy. If you're on a standard tariff, you're protected. Fixed rate customers aren't covered by the cap.