Our energy supplier has billed us for something we did not agree, and eight months of emails have gone nowhere.
Energy billing disputes are won on the paper trail and the deadlock letter, not on persistence. We reconstruct the account, put the complaint properly, and take it to the Energy Ombudsman where the supplier will not resolve it.
Dinmore Bell reconstructs disputed energy accounts, puts the complaint through the supplier’s process to deadlock, and takes it to the Energy Ombudsman. The scheme covers domestic customers and Ofgem-defined microbusinesses only; larger businesses have a contractual route instead, which Dinmore Bell pursues as a commercial dispute.
How we own it
Reconstructing the account
Contract, tariff, meter readings, estimated versus actual, back-billing limits and any broker commission built into the unit rate. Most disputes resolve here, once somebody has actually reconciled what was agreed against what was charged.
The complaint, put properly
A complaint that states the outcome sought, the basis for it and the evidence behind it, run through the supplier’s own process to deadlock — which is the step that unlocks the Ombudsman and the one most businesses never complete.
The referral
We prepare and submit the Ombudsman referral, respond to the supplier’s account of events, and hold the supplier to the remedy once it is directed.
Where specialists come in
The Energy Ombudsman accepts complaints from domestic customers and from microbusinesses as defined by Ofgem. Where your business falls outside that definition, the route is contractual rather than the Ombudsman scheme, and we pursue it as a commercial dispute — with litigation, if it becomes necessary, conducted by instructed specialists. We assess and tell you which route applies before any work starts.
Sectors we run this for
Related insights
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Contract value rarely leaks in a single expensive event. It leaks quietly, through renewal dates nobody owns.
The letter before action, and what it actually buys you
Most disputes are settled by the quality of the first letter, not by the threat at the end of it.
- Can any business take a complaint to the Energy Ombudsman?
- No. The scheme covers domestic customers and microbusinesses as defined by Ofgem. Larger businesses have a contractual route instead. We assess which applies to you before any work starts, and say so plainly if the Ombudsman is not available.
- What is a deadlock letter and why does it matter?
- It is the supplier’s confirmation that its internal complaints process is exhausted. Without it, or without eight weeks having passed, the Ombudsman will not accept a referral. It is the step most businesses never complete.
- What can the Energy Ombudsman actually award?
- It can direct a supplier to correct billing, apologise, explain, and make a goodwill payment within the scheme’s limits. It is not a route to large damages; where the sum at stake is significant, the contractual route is usually the right one.