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Citizens Advice consumer service (energy and other consumer problems)

You can talk to a trained adviser about a consumer problem, such as energy bills or supply, faulty goods or a scam. You can call, chat online or use an online form. If you report a scam, they pass it to Trading Standards.

Call 0808 223 1133Visit their site ↗

Good to know

Calls from mobiles and landlines are free. For a Welsh-speaking adviser, call 0808 223 1144. An adviser can pass a complaint to your energy supplier, but cannot make a complaint for you.

Before you call

Have ready

  • brief details of the problem and what you have done so far to try to solve it
  • the name and address of the seller or trader, which for an energy problem is your supplier
  • your reference number, if you have already contacted the helpline about the same problem

They may ask

  • what you need advice about and your postcode, if you use chat

They can

  • give you practical and impartial advice on how to resolve your problem, and tell you the law that applies to your situation
  • pass a complaint to your energy supplier
  • pass information about complaints on to Trading Standards, which you cannot do yourself
  • talk to you in Welsh on 0808 223 1144, or take Relay UK calls: 18001 then 0808 223 1133
  • take an online form about a gas or electricity problem every day, if the helpline and chat are closed

They cannot

  • make a complaint for you or take legal action on your behalf
  • answer on bank holidays: the lines are closed then
  • help with a heat network problem by chat or online form: for that you need to call the helpline

An adviser will answer your call as soon as possible, usually within a few minutes. A call should take an average of 8 to 10 minutes.

In the emergency guides: A flood, fire or storm hit my home → · I paid a scammer, or think I've been scammed → · I lost my wallet, phone or ID, or it was stolen → · I got a shutoff notice →

Phone
0808 223 1133
Website
https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/
Hours
Monday to Friday, 9am to 5pm. Closed on bank holidays.
Coverage
England and Wales
Languages
English, Welsh
Last checked
October 8, 2026

See something out of date or wrong? Tell us and we’ll check it.

We list this organization because it is a national service for the need on this page. We’re not affiliated with it, and we don’t speak for it. Last checked October 8, 2026: we opened its own site and confirmed this link and number. We don’t call the lines, and hours can change — their site has the latest.

Heavy moment? Call Samaritans on 116 123 — or we’re here.

Shared by FindAngel.org — free, always · https://findangel.org/resources/uk-citizens-advice-consumer/

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