Contact the consumer service for energy problems

Ask a trained adviser about a problem to do with your energy bills or energy supply. You can call, chat online or fill in an online form to reach the Citizens Advice consumer service.

Call the helpline

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.

Chat with us online about an energy problem

You can chat about your energy issue with a trained adviser online.

Chat’s usually available 9am to 5pm, Monday to Friday - it's not available on public holidays.

You can start a chat by clicking the ‘Talk to an adviser’ button. It will be at the bottom of your screen if an adviser is available. 

If there isn’t a button, this means our advisers are busy helping other people. When chat isn’t available you can use our online form to contact us about an energy problem.

Using energy chat

To connect you to the right adviser, we’ll ask you for a few details, including your postcode.

You can read our privacy policy to find out how we store and use your personal information.

Our staff have the right to do their jobs without being treated badly - find out how we deal with unacceptable behaviour.

Use an online form

You can use one of our forms to get in touch with us:

• 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

How the consumer service can help you

The consumer service can:

• 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)

However, the adviser can’t:

• make a complaint for you

• take legal action on your behalf

Before you contact the consumer service

Before you contact the consumer service, you should be ready to note down some information.

To help the adviser give you the most relevant advice, you should be ready to give them as much of the following information as you can:

• 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)

Our staff have the right to do their jobs without being treated badly - find out how we deal with unacceptable behaviour.

What we do with your information

We’ll use the information you’ve given us to answer your query. We might contact you to get your feedback on our service.

We’ll also share your information with Trading Standards and other trusted organisations we work with to help their consumer protection work. They could contact you with more advice, or to ask for more information that will help them with their work.

Tell us when you contact the consumer service if you don’t want your information to be shared.

Find out more about how we use, store and share your information.

If you’re unhappy with the service you've received

You should follow our complaints procedure.

As a charity, we rely on your support to help millions of people solve their problems each year. Please donate if you can to help us continue our work.