If there's a problem with your bill please give us a call on 0333 103 9053 as soon as you can.

Of course we’ll do our best to make sure there are never any problems with your bill or statement, and if something does go wrong, we’ll probably spot it right away. Then our team will focus on putting it right before you even notice it.

If so, we may contact you to explain what’s happened and make sure you’re kept ‘in the loop’.

We know bills can look complicated

By law, we have to include a lot of information in your energy bill. This can make it look very complex and confusing.

However, if you’re certain something’s wrong with your bill or statement, or it doesn’t tally with what you were expecting, please give us a call on 0333 103 9053. Our friendly team will be available to help you at any time from 8am - 7:30pm Monday to Friday, 8am- 5:30pm on Saturdays.

This is something we take very seriously so we’ll work hard to get to the bottom of any issue as quickly as possible. If we can’t work out what’s happened and put it right or explain it to your satisfaction straight away, we’ll get back to you as soon as we can.

How to make sure we can help you fast and efficiently

When you call us, please have your bill or statement with you so you can tell us exactly where the mistake is, and answer any questions from our team. That will make it much quicker and easier for us to sort out any problems.

It can also help to speed things up if you can give us up-to-date meter readings when you call. You can find out more about how to give a meter reading here.