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Contact the consumer helpline

This advice applies to England

One Select, Spark Energy and Extra Energy customers

Read our advice about what to do if your energy supplier goes out of business.

Contact the Citizens Advice consumer helpline (formerly known as Consumer Direct) if you need more help with a consumer problem.

Contact Consumerline if you’re in Northern Ireland.

Call the helpline

Citizens Advice consumer helpline: 03454 04 05 06
Textphone: 18001 03454 04 05 06
Monday to Friday, 9am to 5pm
To contact a Welsh-speaking adviser: 03454 04 05 05
Textphone to contact a Welsh-speaking adviser: 18001 03454 04 05 05
Closed on bank holidays

Calls to the helpline cost up to 9p per minute from a landline. If you're calling from a mobile, it'll cost between 3p and 55p per minute - if you have inclusive minutes, it's the same as calling a landline. Find out more about call charges on GOV.UK.

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

Other ways to contact us

There are different ways you can get in touch, depending on what you need help with.

Energy - the supply of gas or electricity

You can either contact us about your energy issue using our online form or write to us.

Citizens Advice consumer service
2nd Floor, Fairfax House
Merrion Street
Leeds
LS2 8JU

Post - mail you've sent or received

You can either contact us about your post issue using our online form or write to us.

Citizens Advice consumer service
2nd Floor, Fairfax House
Merrion Street
Leeds
LS2 8JU

Any other consumer issue

You can chat about your issue with a trained adviser online. We’ll try to help you solve your problem or make good progress towards it. In some cases, we might need to send you to your local Citizens Advice or a specialist organisation.

Chat's usually available 10am to 4pm, Monday to Friday. When it's available, open the chat box in the bottom right of your browser window to start.

To connect you to the right adviser, we’ll ask you for a few details, including your name and postcode.

If you prefer, you can contact us about your consumer issue using our online form.

How the consumer helpline can help you

The helpline adviser can:

  • give you practical and impartial advice on how to resolve your consumer problem
  • tell you the law which applies to your situation
  • pass information about complaints on to Trading Standards (you can’t do this yourself)

However, the adviser can’t:

  • make a complaint for you
  • take legal action on your behalf

Before you contact the helpline

Before you contact the helpline, you should have a pen and paper ready.

To help the adviser give you the most relevant advice, you should be ready to give them as much of the following information as you can:

  • brief details of your problem, eg when you paid for the item or the service, how much you paid, how you paid for it, whether you did so in a shop or online
  • the seller or trader’s name and address
  • what you’ve done so far to try to solve the issue
  • your reference number (if you’ve already contacted the helpline about the same problem)

What we do with your information

We’ll use the information you’ve given us to answer your query. We might contact you to get your feedback on our service.

We’ll also share your information with Trading Standards and other trusted organisations we work with to help their consumer protection work. They could contact you with more advice, or to ask for more information that will help them with their work.

Tell us when you contact the consumer service if you don’t want your information to be shared.

Find out more about how we use, store and share your information.

If you’re unhappy with the service you've received

You should follow our complaints procedure [ 68 kb].

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