What is the Extra Help Unit?

The Extra Help Unit raises complaints with energy suppliers on behalf of people who may be considered vulnerable or at risk of disconnection. Our team of dedicated caseworkers help resolve issues for more than 30,000 people and micro-businesses each year, right across England, Scotland and Wales.

We also work to improve standards across the energy industry, liaising closely with the regulator Ofgem and energy suppliers themselves.


Advice for you

When you face a problem with your energy provider it can feel like you’re on your own. We’re here to help you resolve your energy complaint and move forward without extra stress. The Extra Help Unit supports people across England, Scotland and Wales and our service is free.


Our work with suppliers

Every year we act on behalf of more than 30,000 people across England, Scotland and Wales to resolve difficulties with their energy supply.

By law suppliers must have appropriate processes in place to deal with complaints we raise, and we work fairly and openly with companies to make sure issues are resolved. As well as working with suppliers on individual complaints, we work with the regulator and key stakeholders to improve standards across the industry.