Many UK utility providers — including major energy suppliers like British Gas — have removed or hidden direct email contact for customer complaints. Instead, they funnel customers into limited web forms, chatbots, or phone queues, making it difficult or impossible to keep a written record of serious issues.

This practice disproportionately harms people dealing with:

• Billing errors
• Debt referrals and credit impacts
• Misleading sales or contract switches
• Financial hardship or vulnerability

Web forms offer no receipt, no confirmation of the full content sent, and often have strict character or attachment limits. Phone calls do not provide evidence. This lack of transparency undermines consumer rights and accountability.

We are calling on Ofgem and UK legislators to:

1. Require all regulated utility providers to offer a monitored email address for formal complaints
2. Ensure customers can receive written confirmation of responses or decisions
3. Hold suppliers accountable for the conduct of their third-party sales agents

Email is a basic form of modern communication. No one should be denied the ability to raise a serious, documented issue — especially when their finances or credit rating are at stake.

If you believe in transparent, accessible customer service — sign and share this petition.