How do I check a bill is correct?

Billing errors are common and mostly boring: an estimated reading, a tariff that changed without you noticing, or a service you are still paying for. They are also entirely findable if you know which three or four things to check.

What you'll need

• The bill
• Previous bills
• Meter readings
• The original contract or confirmation email (optional)

Step by step

1. Check whether the reading is actual or estimated.Usually marked 'E' for estimated. Estimated bills are the most common cause of a wrong amount and of large catch-up charges later.
2. Take a meter reading now and compare it against the bill.Photograph the meter with the reading visible — it is useful evidence if there is a dispute.
3. Compare consumption against the same period last year.Bills usually show this. A large unexplained increase warrants investigation rather than acceptance.
4. Check the unit rate and standing charge against what you agreed.Both should match your tariff. A tariff that has ended and reverted to a standard rate is a common surprise.
5. Check the billing period is not overlapping or duplicated.It happens, particularly after a supplier switch or a house move.
6. Check you are not paying for services you no longer have.Line rental, insurance add-ons and equipment charges persist after the underlying service has ended surprisingly often.
7. Contact the provider with the specific discrepancy and your evidence.'This bill seems high' gets a standard reply. 'The reading on this bill is 4,200 but my meter reads 3,850 today' gets it corrected.
8. If it is not resolved, escalate through the provider's complaints process and then to the relevant ombudsman.Most regulated sectors have a free ombudsman service you can go to after the provider's own process is exhausted.

Tips

• Submit meter readings on the same day each month. It keeps bills accurate and gives you real consumption data.
• Keep the confirmation email when you take out or change a tariff. It is the evidence if the billing does not match.
• A sudden increase with no change in usage is worth checking against the meter before assuming the bill is right.

Common mistakes

• Accepting estimated bills indefinitely — The catch-up bill when an actual reading is finally taken can be very large.
• Contacting a provider without specifics — A vague complaint gets a standard response. A specific discrepancy with evidence gets investigated.
• Not checking whether a fixed tariff has ended — Reverting to a standard variable rate without noticing is a common cause of a sudden bill increase.

Questions people ask