FinSight AIGeneral information, not advice. This guide explains how things usually work so you can understand your own documents. It is not financial, legal, tax or pension advice and does not tell you what to do. Rules differ by country and change over time: check the official sources linked here, or speak to a free, impartial service or a regulated adviser.
Step 1: Gather your evidence
- The bill, and your previous bill.
- Meter photos with dates, if it's an energy or water bill.
- Your contract or the price you were told when you signed up.
- Bank statements showing what you paid.
Step 2: Contact the company, in writing if you can
Email, webchat or a letter leaves a record. If you phone, note the date, time and the name of the person you spoke to. Say clearly:
- your name and account number;
- which bill, and which line or amount you think is wrong;
- why you think it is wrong, with your evidence;
- what you want: a corrected bill, a refund or an explanation.
Use the word “complaint” if you want it handled as a formal complaint. Ask for a reference number.
Keep paying what you agree you owe while the disputed part is looked at, if you can. It helps avoid late fees and debt collection while the question is sorted out.
Step 3: If they don't fix it, go to a free independent service
United Kingdom
- Energy: the Energy Ombudsman, usually after 8 weeks or once the supplier sends a “deadlock letter”.
- Phone and broadband: the Communications Ombudsman or CISAS (your provider must tell you which).
- Water (England & Wales): the Consumer Council for Water.
- Banks, loans and credit cards: the Financial Ombudsman Service, usually after the firm has had up to 8 weeks to reply.
- Free help: Citizens Advice.
United States
- Credit cards: under the Fair Credit Billing Act, write to the card company within 60 days of the statement with the error being sent (see the FTC guide).
- Banks, loans and other financial products: the CFPB.
- Phone, internet and TV: the FCC.
- Gas, electricity and water: your state's public utility commission.
These services are free to use. Other countries have similar ombudsman schemes. Your bill or the company's website should say which one covers it.
A short message you can adapt
Account number: [number]
I am writing to dispute my bill dated [date]. The charge of [amount] for [item] appears to be incorrect
because [reason, for example “my meter reading on [date] was [reading], not the estimated [reading]”].
Please correct the bill and confirm in writing. Please treat this as a formal complaint and send me your
complaint reference.