ContactCorrections
Usually within 3 working days
Contact BillDecoded
Corrections, questions about a guide, press enquiries and data requests. We read everything and reply to anything that needs a reply.
Before you write
Two things we genuinely cannot do, so nobody wastes a week waiting:
- We cannot contact your supplier for you, look at your account, or act on your behalf. This site gives you the checks and the wording; you send it.
- We cannot give legal or financial advice. For that, Citizens Advice is free and independent.
If your complaint is stuck with a supplier, the route is the Energy Ombudsman — free, and binding on the supplier.
What we do answer
| Reason | What to include | Reply |
|---|---|---|
| A correction | The page URL, the sentence you think is wrong, and ideally a source. These get priority — a factual error on a page about consumer rights is the worst kind to leave standing. | Usually same week, and the page is dated when it changes |
| Something is out of date | The page URL and what has changed. Price cap rates, Ofgem rules and Ombudsman timescales all move. | Usually same week |
| A question about a guide | Which page, and which part was unclear. If a guide did not answer your question, that is usually a gap worth fixing. | A few working days |
| Press or research | Publication, deadline and what you need. | A few working days |
| Data protection request | The email address you subscribed with. See the privacy policy. | Within one month, as UK GDPR requires |
| Advertising | What you are proposing. Note that we do not accept sponsored posts, paid links or affiliate placements in guidance — see the editorial policy. | Only if relevant |
| A broken link or technical fault | The page and what happened. | Usually same week |
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Who to contact instead
Most people who arrive here actually need one of these. All three are free.
| If you need | Contact | Why them |
|---|---|---|
| To dispute a bill or complain about a supplier | Your supplier's complaints team, then the Energy Ombudsman | Nothing else opens until the supplier has had 8 weeks or issued a deadlock letter. The process |
| Free, independent consumer advice | Citizens Advice consumer service | Can advise on your specific situation, and can refer vulnerable cases to the Extra Help Unit |
| Help with energy debt | Citizens Advice, National Debtline or StepChange | Free, independent, and none of them charge |
| To report a supplier breaking the rules at company level | Ofgem | Ofgem regulates suppliers but does not adjudicate individual complaints |
| A gas emergency or a smell of gas | The National Gas Emergency Service, 0800 111 999 | Immediately, at any hour. Do not email anyone about this. |
BillDecoded is not affiliated with, endorsed by or connected to Ofgem, the Energy Ombudsman, Citizens Advice, or any energy supplier. Where those organisations are named on this site it is because they are the correct route for something, not because of any relationship with them.