If you are having problems with any of your household suppliers, these steps can help to make sure you have what you need before you get in touch.  

1. Keep paying your bills – until the problem is resolved you need to carry on paying 

2. Contact your supplier if you think somethings not right or if you have any questions  

Things to have ready for your call or email –  

1. Pen and paper to take notes 

2. Account number or reference number 

3. Have anything you need to talk about to hand, what has happened, what went wrong, when it happened, why you are unhappy, how can they resolve this for you.  

4. Write down the person’s name you spoke to and the date and time of the call 

If you are not happy with the answer, contact your local Citizens Advice who can help talk to you about the next steps (click here to find your local CAB) 

At a last resort you can raise a complaint with your supplier to make sure you get the service you need, details of how to do this are usually in the ‘get in contact’ section of your suppliers website.  

Remember – they will try to look at this for you as soon as they can, however sometimes they can take up to 8 weeks to resolve.