An unexpected call or doorstep visit is not proof of a scam, but you do not have to make an immediate decision. A genuine offer should still make sense when you have time to check its price and terms independently.

Warning signs to take seriously

Pause if someone:

  • says you must switch today or claims a price will disappear unless you act immediately;
  • asks for your password, one-time security code, bank details or other sensitive account information;
  • asks to see a bill but will not clearly explain what information they need and why;
  • claims to represent your current supplier without giving you a way to verify it independently;
  • will not provide the tariff, charges, contract length and cancellation terms in writing.

Do not share passwords or one-time codes. If you want to verify a caller, end the call and contact the supplier using a number from its official website or a bill. Do not rely on a number or link supplied by the person who contacted you.

Check an offer on its own merits

Ask for the unit rate, daily standing charge, payment method, fixed-term end date, exit fees and any meter or eligibility requirements. Compare the annual cost using your own kWh for each fuel. A lower unit rate can still cost more overall if the standing charge or other terms differ.

If you do agree to a contract, save the documents and note how to cancel or raise a concern. Consumer cancellation rights can depend on how and when an agreement was made and on the contract; check official advice promptly if you wish to withdraw.

If you think you have been misled

Contact the supplier through its official channel, explain what happened and ask it to check whether a switch or contract has been set up. Keep messages, dates and names. Make a formal complaint if necessary. For an unresolved eligible complaint, Citizens Advice can explain next steps and the Energy Ombudsman may be able to review it after the supplier has had the opportunity to respond.

Ofgem rules described on this page generally concern Great Britain. Northern Ireland has separate energy-market arrangements and advice routes.

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