Energy Bill Dispute and Complaint Record

Who this is for

One sheet for a disputed bill, from first call to outcome. It holds the amount billed against the amount you believe is right, a log of every contact with the supplier with names, references and agreed actions, and a checklist of the escalation steps. Works for energy, water, broadband and phone bills alike.

Anyone disputing a utility or telecom bill who wants a clear, dated record to quote back to the supplier or hand to a complaints scheme or adviser.

What this helps you track

• The bill in dispute, the amount charged and the amount you think is right
• Your reason for disputing it, in your own words
• Every call, email, letter and chat with the supplier, with references
• What was agreed and when you need to follow it up
• Each escalation step and the final outcome

How to use it

1. Fill in the supplier, account number, bill date and reference, the amount billed and the amount you believe is correct.
2. Write the reason for the dispute briefly and factually, with the evidence you have, such as your own meter readings.
3. Log every contact on its own line as it happens: the date, how you made contact, who you spoke to, the reference given and what was agreed.
4. Set a follow-up date for each agreed action and chase on that date if nothing has happened.
5. Tick the escalation steps as you reach them, checking the time limits that apply with the complaints scheme that covers your supplier.
6. Write the outcome and the date it was resolved as the last line of the contact log, and keep the sheet with copies of the letters.

Formats

• Printable PDF (A4 and US Letter)
• Fillable PDF with form fields
• Fill in online, saved in your browser

The printable is laid out inside a box that fits both A4 and US Letter, so the two files are identical and neither one is scaled. The fillable PDF has real form fields. The online version keeps what you enter in your own browser and builds the completed PDF on your device.

How to print

Download the A4 or US Letter file to match the paper in your printer, open it in a PDF reader and print at 100% — not "fit to page", which shrinks the writing space. Both files leave a 14 mm margin, which clears the unprintable edge on home printers. To print the online version with your entries in it, use the Print this sheet button, which prints only the sheet and none of the page around it. More on printing.

Questions

How long do I have to wait before going to an ombudsman?

That depends on the scheme and the country, so this sheet does not set a figure. Check the waiting period with the ombudsman or complaints scheme that covers your supplier, write it in the notes and count forward from the date the complaint was logged.

What is a deadlock letter?

It is a letter from the supplier saying it cannot resolve your complaint any further. In many schemes it lets you take the complaint to an independent body straight away. Tick it on the sheet when you receive one and keep the letter.

Should I stop paying while the bill is in dispute?

Ask the supplier directly and record the answer and the name of the person who gave it in the contact log. Arrangements vary, and having it in writing protects you if the account is later chased for the amount.

Can I use this for a broadband or phone bill?

Yes. The fields and contact log work for any bill. Write the service in the supplier field and check which complaints or dispute scheme covers that provider.