Reclaiming Overcharges: Our Process

Even with verified meters and accurate readings, pubs sometimes pay more than they should. Overcharges happen through misallocated usage, supplier errors, incorrect rates, or unnoticed fees. Left unchecked, these costs quietly erode margins and add stress to operational budgets.

This article outlines how landlords can identify overcharges, dispute them effectively, and reclaim funds while keeping relationships with suppliers intact. Our process is designed for clarity, simplicity, and maximum results.

How overcharges typically occur

Overcharges appear in many forms:

– Incorrect unit rates applied to the MPAN/MPRN

– Estimated reads not corrected promptly

– Misapplied standing charges, service fees, or green tariffs

– Billing for meters that are not active or belong to another site

– Errors during supplier system migrations or data entry

Understanding where errors are likely to occur helps you spot them quickly and take corrective action.

Reviewing historical bills

Start by reviewing at least 12–24 months of bills. Compare unit rates, standing charges, and usage patterns over time. Look for sudden spikes, unexplained changes, or bills that differ from seasonal expectations. Multi-site landlords should analyze each site individually, then compare across the estate. Patterns often reveal hidden overcharges that accumulate unnoticed.

Gathering evidence

Evidence is critical for a successful reclaim. Collect: – Physical meter readings – Supplier invoices – Emails and correspondence about previous disputes or corrections – Audit reports, if availableThe more complete your documentation, the stronger your position. Suppliers respond faster and more favorably when presented with clear, verifiable records.

Submitting a formal complaint

Once an overcharge is identified, submit a formal complaint to your supplier. Include: – Account details and MPAN/MPRN – Periods in question – Detailed explanation of the discrepancy – Supporting documentationBe clear, concise, and professional. Suppliers are required to acknowledge complaints promptly and begin investigation. Avoid informal verbal disputes – written records protect your claim and clarify expectations.

Escalation process

If the supplier does not resolve the issue, escalate. Options include: – Contacting a senior account manager – Involving an independent ombudsman (for example, the Energy Ombudsman in the UK) – Seeking professional audit and reclaim supportEscalation is not adversarial; it’s simply ensuring the supplier meets their legal and contractual obligations. Clear documentation and methodical evidence make escalation smooth and effective.

Time limits and legal considerations

UK energy suppliers and regulators impose time limits for reclaiming overcharges. Typically, complaints must relate to the last six years of bills, but early action improves the likelihood of success. Understanding these limits ensures your claim is valid and maximizes recovery potential. Professional guidance can help navigate legal nuances and contractual fine print.

Role of brokers and auditors

Brokers and auditors can simplify and accelerate the process. They: – Identify overcharges across multiple sites quickly – Calculate actual amounts owed – Prepare structured complaints to suppliers – Negotiate on your behalf for rapid reimbursementUsing a trusted broker or auditor reduces risk, avoids disputes over technicalities, and ensures maximum recovery without wasting internal resources.

Multi-site considerations

In estates with multiple pubs, overcharges can be compounded. A single billing error may appear across multiple MPANs or MPRNs, inflating costs. Treat each site individually during review, then aggregate claims for efficiency. Centralized documentation and systematic review prevent overlooked errors and make supplier engagement more effective.

Maximizing recovery

Maximizing reclaim involves diligence and timing. Submit readings and complaints promptly, maintain accurate records, and follow up consistently. Suppliers respond faster when claims are complete and clearly documented. A structured approach prevents delays, avoids unnecessary fees, and ensures all overpaid funds are returned.

Preventing future overcharges

Reclaiming funds is only part of the process. Preventing future overcharges is the ultimate goal. Strategies include: – Verifying MPANs/MPRNs regularly – Submitting timely meter readings – Monitoring bills for anomalies monthly – Scheduling periodic audits for multi-site estates – Using a broker to review contracts and rates before renewalPrevention protects margins, reduces stress, and simplifies ongoing operations.

Summary: Reclaim and protect

Reclaiming overcharges requires vigilance, documentation, and a structured process. By reviewing historical bills, submitting formal complaints, escalating when necessary, and leveraging professional support, landlords can recover overpayments while preventing recurrence. Over time, this process builds clarity, confidence, and control over energy costs across your pub estate.

Return to the Bill Validation hub, or explore Cost Cutting to combine recovered funds with operational savings.