Unfair bills and fees: how to challenge them

Old energy bills (back-billing)

If your energy supplier didn't bill you correctly and it was their fault, they can't charge a home customer for gas or electricity used more than 12 months before the bill. The rule is in every supplier's licence (Ofgem, since May 2018). It doesn't apply if you were obstructive or unreasonable, for example by repeatedly refusing access to the meter.

Broadband, mobile and TV price rises

Since 17 January 2025, new broadband, mobile and pay TV contracts can't include price rises linked to inflation. Any price rise written into the contract has to be shown clearly, in pounds and pence, when you sign up.

Cancellation and exit fees

Under the Consumer Rights Act 2015, an unfair term in a consumer contract isn't binding on you. That includes cancellation or exit fees that are unfairly high or weren't made clear. Check your contract for the exact fee and when it applies.

If the supplier won't sort it: the free ombudsmen

• Complain to the supplier in writing first and keep a copy.
• Energy: if it isn't resolved after 8 weeks, or they send a 'deadlock letter' saying they won't do more, go to the Energy Ombudsman. It's free.
• Broadband, phone and TV: since 8 April 2026 you can go to your provider's dispute scheme after 6 weeks, or straight away with a deadlock letter. Providers belong to either the Communications Ombudsman or CISAS, and both are free.
• Gyms and most other services don't have an ombudsman. Citizens Advice can help, and the small claims court is the last resort.