They said this… · Energy & utilities

“You have switched supplier, so we cannot correct the final bill.”

Generally incorrect

A supplier remains responsible for correcting its own final bill and handling a complaint about the period when it supplied the property.

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Why this answer

What actually matters

  • The opening and closing suppliers may need to agree the changeover reading.
  • Keep the final bill and switch confirmation.
  • Ask which reading and date were used by both suppliers.
  • A switch does not extinguish a billing complaint.

Important nuance

When the statement may have a point

  • The new supplier may need to correct matching opening data.
  • Some industry data disputes require coordination between suppliers.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Bills and statements covering the disputed period
  • Meter readings, photographs and meter serial numbers
  • Tenancy or completion records showing responsibility dates
  • Complaint correspondence and any deadlock letter

If they still refuse

Move the dispute forward.

  1. Ask the supplier to explain its calculation, readings and legal or licence basis in writing.
  2. Keep paying undisputed ongoing usage where possible while identifying the disputed amount separately.
  3. After deadlock or the applicable waiting period, consider the Energy Ombudsman for an eligible dispute.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Energy & UtilitiesRead the full guide.Complaints & disputesRead the full guide.Building evidenceRead the full guide.

Official sources

Check the rules behind this statement.

Your energy supply: advice for householdsOfgem · checked 19 Sep 2026Energy OmbudsmanEnergy Ombudsman · checked 19 Sep 2026