What should I do if I think my business meter is faulty?

Meter faults are rare, but wrong bills are not. Many apparent faults turn out to be estimated readings, the wrong meter being billed, or a change in usage. Work through these steps in order.

1. Rule out the easy causes

• Compare your bill's reading with the meter display. Is it marked estimated? See correcting an estimated bill.
• Check that the meter serial number and MPAN/MPRN match your bill. The Energy Ombudsman has handled a case where a customer was billed for a neighbouring flat's meter.
• Look for equipment left on, or new equipment.

2. Run a simple check

Switch off everything you can and see if the meter stops (or the disc stops spinning on an older meter). The Ombudsman used this kind of filmed check in that case. If it keeps running, switch off circuits at the board one at a time to find which is connected. Ask an electrician if you're unsure.

3. Tell the supplier in writing

Give dates, readings, photos and what you want: a meter test and a corrected bill. Ask who owns and maintains the meter: business meters are often looked after by a separate meter operator appointed by the supplier, but the supplier remains your point of contact.

4. Ask for an independent test

GOV.UK describes a process for electricity meter accuracy disputes: an independent examiner tests the meter on site, a replacement is fitted and the original goes to an approved laboratory. The test is free, but you may pay the supplier if the meter proves correct. That page does not say whether the same route applies to business meters, so ask your supplier how it handles an accuracy dispute, who will carry out the test and what it will charge if the meter proves accurate. Get the answer in writing before the test.

5. If the meter is found faulty

The report should say how inaccurate it is and, if possible, for how long. The supplier may refund overbilling or agree a payment plan for underbilling. Backbilling is capped at 12 months for microbusinesses, but not for small businesses; see backbilling limits.

6. Escalate

Use the supplier's complaints process, wait eight weeks or until deadlock, then go to the Energy Ombudsman.

Keep paying undisputed amounts and keep all photos and emails. Wider advice: disputing a high bill.

Evidence checklist

• Dated photos of the meter face and serial number.
• A table of readings you took, weekly if you can.
• Your bills for the past 12 months, to spot a jump in usage.
• Any emails or call notes with the supplier.

Worked example

Your usual bill is about £420 a month, and the last three bills are £780, £790 and £805. Over three months you have been billed 780 + 790 + 805 = £2,375 against an expected 3 x £420 = £1,260, an excess of £1,115. Before assuming a fault, compare units: if consumption has doubled with no change in how you operate, ask for a meter test. If the units match your readings, the meter may be right and the cause something else.

Who to contact besides the supplier

Meters can be owned by a separate meter operator, so ask who is responsible. For disputes about the outcome, the Energy Ombudsman deals with eligible businesses.