Contact the consumer service for energy problems

Summary

Citizens Advice consumer helpline: 0808 223 1133 Relay UK - if you can't hear or speak on the phone, you can type what you want to say: 18001 then 0808 223 1133 You can use Relay UK with an app or a textphone. There’s no extra charge to use it. Find out how to use Relay UK on the Relay UK website. Lines are open Monday to Friday, 9am to 5pm. Lines are closed on bank holidays. To contact a Welsh-speaking adviser: 0808 223 1144 An adviser will answer your call as soon as possible, usually within a few minutes. Once you're speaking to an adviser your call should take an average of 8 to 10 minutes. Calls from mobiles and landlines are free. You can chat about your gas and electricity issues with a trained adviser online. Chat is not available for heat network issues. If you need advice about a heat network problem, call the helpline. Chat’s usually available 9am to 5pm, Monday to Friday - it's not available on public holidays. To start a chat, select the round chat button at the bottom right of your screen. If you use a screen reader, you'll find the 'Start chat' button in your forms list or at the end of this page. To connect you to the right adviser, we’ll ask you for a few details.

Key information

• •what you need advice about
• •use the energy form if you have a problem with your gas or electricity \- this form is available to use every day
• •use the post form if you have a problem with your mail \- you can use this form from 5pm on Fridays to 9am on Mondays
• •use this form for any other consumer issue \- you can use this form from 5pm on Fridays to 9am on Mondays
• •give you practical and impartial advice on how to resolve your consumer problem
• •tell you the law which applies to your situation
• •pass information about complaints on to Trading Standards (you can’t do this yourself)
• •take legal action on your behalf
• •brief details of your problem, eg when you paid for the item or the service, how much you paid, how you paid for it, whether you did so in a shop or online
• •the seller or trader’s name and address
• •what you’ve done so far to try to solve the issue
• •your reference number (if you’ve already contacted the helpline about the same problem)

Practical guidance

• •Source: [Contact the consumer service for energy problems](https://www.citizensadvice.org.uk/consumer/energy/energy-supply/help/if-you-need-more-help-about-a-consumer-issue-energy/)

Related topics