If you are looking for advice regarding an energy related problem

• If you live in England or Wales, you can find advice and information on the Citizens Advice website
• If you live in Scotland, you can find advice and information on the Citizens Advice Scotland website

If you need more help with your energy issue

If you live in England or Wales, you can get more help by:

• calling the Citizens Advice consumer helpline free on 0808 223 1133, Monday to Friday, 9am to 5pm

• submitting an online enquiry to the Citizens Advice consumer helpine
• contacting your local bureau. Find out how to contact your local Citizens Advice Bureau

If you live in Scotland, you can get more help from:

• your local Citizens Advice Bureau. Find contact details for your local bureau on the Citizens Advice Scotland website.
• Advice Direct Scotland's energy advice service. Find out how to contact Advice Direct Scotland.

How to reach the Extra Help Unit

The Extra Help Unit does not take referrals directly from members of the public.

If you live in England or Wales, the Citizens Advice consumer helpline may refer your case to the Extra Help Unit if:

• your energy problem is complex
• you're in a vulnerable situation

If your energy problem is urgent, for example your energy supply is about to be cut off or you are already without supply, the Citizens Advice consumer helpline will usually transfer your call directly to the Extra Help Unit.

You can contact the Citizens Advice consumer helpline by:

• calling free on 0808 223 1133, Monday to Friday, 9am to 5pm
• submitting an online enquiry

If you live in Scotland and your energy problem is complex or you are in a vulnerable situation, you should contact Advice Direct Scotland on 0808 196 8660. They may refer your case to the Extra Help Unit.

If your energy problem is urgent, for example your energy supply is about to be cut off or you are already without supply, Advice Direct Scotland will usually transfer your call directly to the Extra Help Unit.

Consumers in Scotland who phone Citizens Advice consumer helpline will be redirected to Advice Direct Scotland using an automated service.

Ombudsman Services: Energy

The Energy Ombudsman is an alternative route that may be taken if you have an energy complaint. The Energy Ombudsman independently resolves complaints between consumers and companies.  

If you contact the Energy Ombudsman, please let them know if you have any additional requirements or communications needs which they need to be aware of when dealing with your complaint.

Anytime someone has any problem with an energy supply, I'll point them to Citizens Advice to get in touch with the Extra Help Unit. Given the stress my problem caused me, for them to sort it out in such a short period is amazing.