A call from your "energy supplier": fake discounts, rebates and tariff changes

A call from your "energy supplier": fake discounts, rebates and tariff changes

The phone rings and a friendly voice says they're calling from your energy supplier, from "the energy regulator" or from a "government energy scheme". They have good news (you're due a rebate, you qualify for a discount, there's a cheaper fixed tariff before the price cap rises) or bad news (your tariff is about to change, your meter needs replacing, your direct debit has failed). To sort it out, they just need to "confirm a few details". Often, it isn't your supplier. It's someone trying to switch you to another company without your clear agreement, or a scammer after your bank details.

How does this scam work?

There are two main versions:

1. The aggressive or misleading sales call. A salesperson presents themselves as if they were from your current supplier, or as an "independent adviser", and offers a "better deal". During the call they ask for your name, address, account number or meter details from your bill and your bank details "to update your direct debit". With that information, they can try to start a switch to a different supplier, sometimes on a more expensive tariff.

2. The outright scam. The caller impersonates your supplier, Ofgem or the government and asks for a payment ("an overdue balance", "a fee to fit a new smart meter") or your card details to pay you a "rebate" or "energy grant". Rebates and support schemes are never paid by giving your card details over the phone.

How can I tell the call is fake?

• Ofgem doesn't sell energy or call households to offer tariffs or refunds. It's the regulator, not a supplier.
• They ask for your bank or card details to give you money. Refunds and credits go to your energy account or the account your direct debit already comes from.
• They pressure you: "the offer ends today", "prices go up tomorrow".
• They're vague about the company name, or they say "on behalf of your supplier".
• They ask you to say "yes" repeatedly or to confirm details "for the recording".
• They threaten disconnection unless you pay immediately by card or transfer.
• The number doesn't match the one on your bill or on your supplier's website.

What do I do during the call?

1. Don't give any details: no account number, meter details, card or bank details.
2. Ask which company they're calling from and their full name, then hang up.
3. Call your supplier yourself on the number on your bill, in your app or on its official website, and ask whether they contacted you.
4. Don't accept any offer on the phone. If you want to compare deals, do it calmly through the Ofgem guidance on switching or an accredited comparison site.
5. Block the number and report it in the spam numbers directory.

What if I already gave my details or accepted the switch?

1. If you gave card or bank details, call your bank straight away on 159 or the number on your card.
2. If you've received confirmation of a switch you didn't want, contact the new supplier in writing as soon as possible to cancel. For contracts agreed by phone, you normally have 14 days to cancel without penalty.
3. Also tell your current supplier. If you were switched without your agreement, suppliers are expected to put it right and return you to your previous supplier.
4. Keep everything: the number that called, the date and time, emails, letters and texts.
5. If it isn't resolved, complain to the supplier and, if you're still not satisfied after eight weeks or once you get a final response, take it to the Energy Ombudsman, which is free.
6. For advice, contact the Citizens Advice consumer service (in Scotland, Advice Direct Scotland; in Northern Ireland, Consumerline). Citizens Advice also explains your rights over your energy supply.

If you think it was a scam rather than a sales call, report it to Report Fraud (formerly Action Fraud) on 0300 123 2040 in England, Wales and Northern Ireland, or to Police Scotland on 101.

Frequently asked questions

Can my energy supplier genuinely call me? Yes, sometimes: about your account, a smart meter appointment or the end of a fixed deal. But you can always hang up and call back on the number from your bill, and a genuine supplier won't mind.

They recorded me saying "yes". Do I now have a contract? A recorded "yes" on its own doesn't bind you to a contract. The supplier must give you the contract details, and you normally have 14 days to cancel. If a switch appears that you didn't agree to, contact both suppliers straight away.

Is help with energy bills arranged over the phone? Government schemes such as the Warm Home Discount are arranged through official channels and, for many people, applied automatically. Nobody needs your card details to give you a discount. If in doubt, ask your supplier or Citizens Advice.

How do I stop them calling me? Register free with the Telephone Preference Service, which makes unsolicited sales calls from UK companies illegal without your consent, and report nuisance calls to the ICO. Scammers ignore the TPS, so also block and report numbers.

In short

Your energy supplier won't ask for your card details to give you a refund, and Ofgem never sells energy or calls you with deals. Don't give details on the phone, hang up and call the number on your bill. If you've been switched without your agreement, cancel within 14 days and complain. Ofgem's price cap page explains how prices really change. And if one of these calls has reached you, report the number in the NoCall spam numbers directory: your warning could help someone else hang up in time.