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What do I do if I can't pay my bill?

Please, call us. We’d much rather you talked to us about it and we'll do everything we can to help you work things out.

For more advice and help with money worries, you might find these organisations helpful:

Step Change Debt Charity

This is the UK’s largest provider of free, independent debt advice. It helps thousands of people every week to overcome debt problems.

You can talk to them for free on 0800 138 1111 (Monday to Friday 8am-8pm and Saturday 8am-4pm).

You can also use their online Debt Remedy tool. After you’ve answered a series of questions about your household, income and expenditure, it’ll recommend how to manage your debts, based on your personal circumstances.

Fuel Direct 

The Department for Work and Pensions can pay your energy bills directly from your benefit under the Fuel Direct scheme if you get any of the following:

  • Income Support
  • Income-based Jobseeker’s Allowance Pension Credit
  • Income-related Employment and support Allowance

​For more information, call 0800 0699 831.    

National Debtline

This debt charity gives free advice in England and Wales through its helpline and online tool, My Money Steps.

My Money Steps will ask some questions about your income, spending and debts. It’ll then help you work out the best way to deal with your debts and give you step-by-step help and support to get back in control.

Call them on 0808 808 4000 (Monday to Friday 9am-9pm and Saturday 9.30am to 1pm).

Civil Legal Advice (CLA) 

Get free, confidential legal advice in England and Wales if you’re eligible for legal aid. Call 0845 345 4 345 (Monday to Friday 9am-8pm and Saturday 9am-12:30pm).

Citizens Advice Bureau

For free advice and information on debt, drop into your local Citizens Advice Bureau or visit www.adviceguide.org.uk (England & Wales), www.cas.org.uk (Scotland) or www.citizensadvice.co.uk (Northern Ireland). 

Ombudsman Services

If you have a problem sorting out a complaint with a gas or electricity company, the Ombudsman may be able to help. Call 0330 440 1624 or email them here

Consumer Direct

For a fuller list of independent advice agencies, and information about credit and hire agreements, call 08454 04 05 06.

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