How can I make a complaint?

At Bulb, we really care about service. And we think the best service comes from listening. Listening to what makes you happy, and what could be better. If we’ve got something wrong, we want to know about it so we can put it right.



Getting in touch

Give us a ring on 0300 30 30 635 or email help@bulb.co.uk. We pick the phone up within seconds, so don’t be afraid to ring.



Making a complaint

If you’re not happy with the help you’ve been given or we’ve made a major mistake; call us on 0300 30 30 635 or email nothappy@bulb.co.uk and let us know what we can do. We will do everything we can to solve the problem within five business days.



Impartial Advice

The Citizens Advice service provides free, confidential and impartial advice on consumer issues and may be able to help you at any stage during a complaint process. You can download the ‘Know your rights in a changing energy market’ from Citizen’s Advice.
Visit citizensadvice.org.uk/energy, complete their web form here, or call their helpline on 03454 04 05 06.

If we still haven’t met your expectations, the Energy Ombudsman can help. If after 8 weeks your complaint is still not resolved, or if we have issued you a deadlock letter (a letter which details what has happened and what we have suggested), you can refer your complaint to the Ombudsman Services : Energy if you want to.
Visit ombudsman-services.org/energy, call their helpline on 0330 440 1624, or email osenquiries@os-energy.org.

The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It is free to use their services, and they are totally independent – so they do not take sides, and make their decision based only on the information available. If you agree with their decision, we have to act on what they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision. You can download a factsheet about the service they provide from ombudsman-services.org/energy.

When I first looked at switching energy suppliers you estimated that our usage each month would be £53. This was in August.

Last month you decided that our usage would have been £75 and this month £85. That is a 60% increase on your initial estimation.

Please can you give me an explanation as to why your estimates have changed drastically, before I switch suppliers again. Switching is not difficult and I’m not reluctant to switch whatsoever. I always will not be reluctant to tell people about this

When I first looked at switching energy suppliers you estimated that our usage each month would be £53. This was in August.

Last month you decided that our usage would have been £75 and this month £85. That is a 60% increase on your initial estimation.

Please can you give me an explanation as to why your estimates have changed drastically, before I switch suppliers again. Switching is not difficult and I’m not reluctant to switch whatsoever. I always will not be reluctant to tell people about this

Have they got back to you? We have the same issue, they also estimated our usage to be around £53 and they now ask us to pay an extra £100 per month, which is an absolute joke.

Your estimated monthly costs are based on the readings you submitted at the point of joining OR from historical records. If they are way out compared to actual usage then Bulb will change them. If you are using much less than they have forecast they can reduce your DD, best contact them to discuss.

@Leah @emmajones

When you sign up and get a quote the first one shown is an estimate, there is an option below to refine your quote with actual usage. Your payments may increase when we start getting readings showing higher than average consumption.

I would like to look at your account for you though, so rather than discuss personal details etc on here im going to send you both an email. If you are not happy with us after that, you’re free to switch away. We’d love to have you though.

Why is Bulb preventing me accessing my account?

Don’t tempt me !!!

You cannot be serious !!!

Hi there @Kilos483 we certainly aren’t trying to stop you from accessing your account! I believe our website went down for a little while yesterday evening, before our tech legends got it up and running again. You should be able to log in now through https://account.bulb.co.uk/login, and if you keep having problems please get in touch (either here, or by email at help@bulb.co.uk, or by phone on 0300 30 30 635) and we’ll do everything we can to get you logged back in

@Kilos483, this is a forum, not an instant chat. It may take a while for people to get back to you.

Same thing just happened to me. Switched in July as I was told my bill would be £53. 3 Months later I’m told I need to pay £94 because I am using more than they estimated. My usage hasn’t gone up at all - I’m told I didn’t provide everything I should have provided when I joined, which is nonsense because I filled in all the details I was asked for. Obviously I must not have clicked on “refine quote”!

It’s almost like they are deliberately being misleading. Complete disgrace.

I fail to understand why a few customers are having issues with payments, my last 3 suppliers including Bulb were given my yearly usage and all 3 have been reasonably accurate with the monthly dd.
Surely it must be obvious to all that a 3 bed semi Nrth Scotland with 3 children will use vastly more energy than a 3 bed semi with 2 adults out working all day in the Sth England.
If you don’t give accurate info then the forecasts wont be accurate.