To find out about your rights, you can download the 'Know your rights' Citizen Advice Bureau flyer. (English version or Welsh version.)

Citizens Advice Consumer Service

Contact Citizens Advice if you need help with an energy problem – for example with your bills or meters, or if you’re struggling to pay for the energy you use. They’re the official source of free and independent energy advice and support.

Go to: or call their consumer service on 0808 223 1133. Calls are free.

Energy saving advice

For energy-saving tips head to the My Energy section of your online account. Other information can be found in our Energy saving advice policy.

You can also find free, independent advice from the Energy Saving Trust. Visit the Energy Saving Trust website or call them on 0800 512 012.

Free debt advice

If you’re struggling to pay your bills, and need support with getting back on track, call us on 0330 094 5800 . You can also get free, independent advice from the following debt charities:

StepChange Debt Charity (or call 0800 138 1111)

Money Advice Service (or call 0300 500 5000)

National Debtline (or call 0808 808 4000)

Citizens Advice (or call 0808 223 1133)

Our policies

If you’re struggling to pay your bill, are not happy with our service or have special requirements find out about our policies here.