When a supplier oversteps, we step in — and our solicitors step in after that.
Back-billing claims, deemed-rate overcharges, tenant-change disputes, debt collection challenges and Energy Ombudsman cases. We handle the paperwork; our retained legal panel handles the litigation if it gets there.
UK energy and water suppliers operate under tight licence conditions — but every year tens of thousands of customers, both domestic and business, are billed in ways those licence conditions don't permit. The most common are: back-billing beyond the 12-month rule, deemed contracts left unmoved after a tenant change, double-billing across moves, and aggressive debt collection on disputed amounts. We resolve them.
The 12-month back-billing rule
Since 2018, suppliers cannot recover charges for energy used more than 12 months ago if they failed to bill the customer accurately when they should have. The rule applies to domestic and microbusiness customers. Many large back-bills we see are partially or wholly unenforceable. We review the bill timeline against meter-read history and licence-condition obligations and, where appropriate, file an Ombudsman case.
- Ofgem licence condition SLC 21BA (domestic) / SLC 7A (microbusiness)
- Threshold checks: when did the supplier first know, and what did it do
- Ombudsman submission with full evidence pack
- No-win, no-fee structure on most domestic cases
Energy Ombudsman ADR submissions
The Energy Ombudsman is a free Alternative Dispute Resolution scheme that all licensed UK energy suppliers must comply with. After eight weeks of unresolved complaint with the supplier (or after a deadlock letter), the Ombudsman will adjudicate. Their decisions are binding on suppliers but not on customers. We prepare the case file, response timeline and remedy request — and have a strong track record.
Deemed-rate and tenant-change disputes
When a property changes hands and the new occupier does not actively contract, suppliers move them onto a "deemed" tariff — usually 60–80% more expensive than their best fixed equivalent. We routinely take on cases where a business has been on a deemed rate for months or years, securing both a back-dated correction and a fair forward-going contract.
Solicitor-led escalation
When a supplier ignores Ombudsman remedies or pursues collection on a disputed debt, our retained solicitor panel can act. Our typical interventions: pre-action protocol letters to halt enforcement, applications to set aside CCJs obtained on disputed debts, and small-claims litigation for damages where reputational or business loss has occurred.
Frequently asked
- A supplier complaint should resolve in 8 weeks. If it goes to the Ombudsman, expect 6–12 weeks more. Solicitor-led litigation is rare but, when needed, typically resolves at pre-action stage within 6 weeks of letter-before-action.
Send us one bill. We'll send back every overcharge — and the cheapest legitimate replacement.
Whether you run a Mayfair restaurant group or rent a flat in Salford, the audit is the same and the fee is the same: nothing, unless we save you money.