Citizens Advice Consumer Service
Contact the Citizens Advice consumer service if you need help with a consumer problem. For example they can help with things like broken or faulty goods, or problems with energy or post.
The specialist advisers 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)
- pass a complaint to your energy supplier
Check what you’ll need when you contact the consumer service
Before you contact the consumer service, you should be ready to note down some information.
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 consumer service about the same problem)
Don’t worry if you don’t have all of this information. You’ll only need to tell the adviser what you know.
Contact the consumer service for energy problems
Ask a trained adviser about a problem to do with your energy bills or energy supply. You can call, chat online or fill in an online form to reach the Citizens Advice consumer service.
You can use the energy form if you have a problem with your gas or electricity – this form is available to use every day
Call the consumer helpline
Citizens Advice consumer helpline on 0808 223 1133
Relay UK – if you can’t hear or speak on the phone, you can type what you want to say: 18001 then 0808 223 1133
You can use Relay UK with an app or a textphone. There’s no extra charge to use it. Find out how to use Relay UK on the Relay UK website.
Lines are open Monday to Friday, 9am to 5pm. Lines are closed on bank holidays.
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.
Calls from mobiles and landlines are free.
Report a business to Trading Standards
To report to Trading Standards, you need to contact the Citizens Advice consumer service.
They’ll pass your report to Trading Standards and also give you advice about your problem. You can also use the online form from 5pm on Fridays to 9am on Mondays.
If you use the online form you will receive a reply within 5 days
What happens after you’ve reported to Trading Standards
Trading Standards will use the information you give to decide if they’ll investigate. They’ll only contact you if they need more information.
Even if Trading Standards don’t contact you, they might use your evidence to take action against the business in the future. For example, if other people make complaints about the same business.
Report Fraud
Action Fraud is being replaced by a new national fraud and cybercrime reporting service named Report Fraud
The new service, officially named the Fraud and Cyber Crime Reporting and Analysis System (FCCRAS), will aim to provide an improved service and to make it easier for victims to report fraud and give law enforcement improved intelligence on criminals.
You can report fraud to Report Fraud any time of the day or night using the online reporting tool. Reporting online is quick and easy. The tool will guide you through simple questions to identify what has happened and advisors are available twenty four hours to give you help and advice if you need it.
When reporting online you will be given the option to register, login to an existing account or continue as a guest.
By registering you will be able to:
- Save and resume a partially completed report
- Track progress of your report
- Add information to your report
- Call us to discuss your report
- Receive an update by email
- If you continue as a guest you will only be able to receive updates by email or post.
You can also report fraud by calling 0300 123 2040 Monday to Friday 8am – 8pm.
Last Updated on June 10, 2026 by Ashford Advice