Britain’s big energy providers have paid more than £20m in compensation to customers for billing mistakes over the past five years, analysis by Guardian Money has found, with British Gas paying out more than a fifth of the total.
We analysed cases handled by the Energy Ombudsman, the service which steps in if a customer and energy company are unable to resolve a complaint within eight weeks of it being made.
Published data shows that across the sector there was a 141% increase in billing complaints over the last five years, steadying after a 2023 peak.
We found billing made up 54% of all complaints, with customer service and smart meters being other common issues. Billing complaints peaked in 2023 at 67,295, but are still higher than before the Covid pandemic.
Formal billing complaints decided against Centrica, the parent company of British Gas, have increased sixfold since 2019.
That year, the ombudsman found against it in relation to 2,396 complaints about billing, while between October 2023 and September 2024, the last 12 months for which there is available data, the number rose to 17,965.
British Gas is the UK’s largest energy provider, with more than 7.5 million residential customers. But even when the number of accounts are considered, it still ranked highest among the major providers, with a complaint rate of 53.7 for every 100,000 customers in the last three months’ data.
Compensation for billing complaints over the five years rose from about £2.4m in 2019 to £7.1m.
Over the whole period, a total of £20.4m was paid out by the biggest energy companies and the largest proportion, £4.15m of the total, was paid out by Centrica.
In the latest period for which data was available, it paid out about £2.22m in compensation over billing disputes. Over the same period, Ovo paid out £1.28m and EDF £426,000.
The millions of pounds being paid out are “time and trouble” awards – compensation for the inconvenience and stress caused to customers, not the sums wrongly billed in the first place.
The fuel poverty charity National Energy Action says that the complaints may not show the full scale of the problem.
Its director of policy, Peter Smith, says: “Sadly, we have witnessed the impact when an inaccurate, or shock bill, pushes a vulnerable consumer to breaking point. Beyond the financial impact, the stress and anxiety are often unbearable and affect people’s daily lives.
“Often these types of consumers won’t be aware of routes to challenge misbilling, or seek compensation, so this increase could just be the tip of the iceberg.”
British Gas says the sector as a whole has recorded an increase in complaints since 2019, and that its complaint rates have fallen to be broadly in line with other suppliers after it invested in its customer service.
The Energy Ombudsman says: “The sector has faced a series of challenges since 2020, including Covid-19, specific supplier failures, and then huge increases in the cost of gas and electricity.
“Each of these has brought new problems for both consumers and suppliers, and makes it harder for both sides to come to a resolution when disputes arise.
“It’s important to note that disputes have started to come down from their peak in 2023, despite remaining higher than previous years.
“This trend, as well as the continuing challenges in the sector, demonstrate the need for suppliers to continue to work to resolve issues directly with consumers.”
