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BillGoose exists to make household services easier to manage, but sometimes things go wrong, mistakes happen or clarity is needed. When that happens we want it to be straightforward to find an answer and reach the right person.
UK-based team, 8.30am to 5pm every day.
Three ways to get an answer
Our support starts with clear information throughout the website. We explain what each service covers, which providers or partners are involved and what happens when you choose to switch or apply.
Frequently Asked Questions
The most commonly asked questions are answered below, from switching times to how we use your data.
Browse FAQsEmail the team
If the answer is not there, contact us directly and we will look into the issue and explain what we can do.
support@billgoose.comHow we support you
Clear answers
We will explain things in plain language and avoid unnecessary jargon.
The best route
If another partner provides the service, we will help you understand who needs to deal with the issue and how to contact them.
Care with your information
We will confirm the details we need but will never ask for more personal information than is necessary.
Record of the issue
We will use the information you give us to investigate and keep you updated where further work is needed.
They work well with others
We use support queries and complaints to identify parts of the service that need to work better.
Frequently Asked Questions
About BillGoose
BillGoose is a comparison service that helps households find and compare selected energy tariffs from participating providers.
Yes. Customers can use BillGoose's energy comparison service free of charge.
BillGoose may receive a commission when a customer chooses a tariff or completes a switch through our service.
No. BillGoose compares tariffs from a selected panel of participating providers, not every provider or tariff available in the market.
You may be able to find other tariffs by contacting suppliers directly or using another comparison service.
No. BillGoose is a comparison service, not an energy supplier. Your chosen supplier is responsible for your energy contract, billing and supply.
No. Your gas or electricity will be supplied by the energy provider you choose.
At launch, BillGoose Energy is available in Great Britain: England, Scotland and Wales.
No. The Energy MVP does not cover Northern Ireland because its energy market operates differently from the market in Great Britain.
BillGoose Energy currently focuses on domestic household energy. It does not currently compare business energy contracts.
You do not need to create an account to start an energy comparison. If optional account features are available, we will explain what information is saved and how it can be managed.
Starting a comparison
It helps to have a recent energy bill available. Depending on your circumstances, you may be asked for:
- Your postcode
- Your current supplier
- Your current tariff
- Your payment method
- Your annual energy use or estimated spending
- Your meter type
- Whether you need gas, electricity or both
The more accurate your information is, the more relevant your estimated costs should be.
Energy prices, tariff availability and distribution charges can vary by location. Your postcode helps us identify the tariffs that may be available at your property.
This information helps us compare available offers with your existing energy arrangement and estimate whether another tariff could cost more or less.
Your tariff name, unit rates, standing charges, payment method and estimated annual usage should appear on a recent bill or annual statement. You may also find them in your supplier's app or online account.
You may still be able to continue using estimated information. However, your results and potential savings may be less accurate.
For the best comparison, check a recent bill or contact your current supplier.
Where available, BillGoose may help you estimate your usage from information about your home and household. An estimate will not be as precise as actual annual usage taken from a recent bill.
Annual usage in kilowatt-hours, shown as kWh, normally provides the most accurate comparison. If you do not know it, you may be able to use your spending or an estimated usage figure.
Yes, where suitable tariffs are available. You may be able to compare dual-fuel tariffs as well as separate gas and electricity tariffs.
Yes, subject to tariff and supplier availability for your property.
Yes, subject to tariff and supplier availability for your property.
Yes. You will need to provide information about the new property. If you do not know its previous energy use, your comparison may be based on an estimate.
Usually, yes, if you are responsible for paying the energy supplier directly. Check your tenancy agreement because it may contain relevant conditions.
If energy is included in your rent or your landlord pays the supplier, you may not be able to switch it yourself.
Understanding results
Results should be displayed using the sort option shown on the results page. Always check the selected sorting method, as changing it may alter the order in which tariffs appear.
No. BillGoose compares selected providers and tariffs rather than the whole market.
The supplier may not be on BillGoose's panel, may not have an available tariff for your property or may not currently accept customers with your circumstances.
No. Results are estimates based on the tariff information and usage details available at the time of your comparison.
Your actual bills will depend on how much energy you use, the tariff's rates and charges, taxes, discounts and any future price changes permitted under the tariff.
No. It is an estimate. Your actual cost will depend mainly on your energy consumption and the terms of your chosen tariff.
No. Any saving is an estimate based on the information you provide and the tariff data available at the time. If your current tariff information or usage is inaccurate, the estimated saving may also be inaccurate.
No. A fixed tariff normally fixes the unit rates and standing charges for a stated period. Your total bill can still rise or fall depending on how much energy you use. Check the individual tariff terms before switching.
A variable tariff allows its rates or charges to change in accordance with the supplier's terms and applicable rules. The supplier should tell you when and how prices may change.
Yes. Suppliers can change or withdraw offers. A tariff shown during a comparison may no longer be available when you apply.
A standing charge is a daily amount charged by an energy supplier, regardless of how much energy you use.
A unit rate is the amount you pay for each kilowatt-hour, or kWh, of gas or electricity you use.
An exit fee is an amount a supplier may charge if you leave certain tariffs before the contract ends. Not every tariff has an exit fee. Check both your current tariff and the new tariff before switching.
BillGoose provides comparison information to help you make your own decision. The lowest estimated price may not always be the best choice for your circumstances.
Consider factors such as tariff type, contract length, exit fees, payment method, supplier terms and customer service.
This may happen if:
- Your usage or property information changed
- The tariff was updated or withdrawn
- The supplier obtained different meter or address information
- A discount or eligibility condition does not apply
- The earlier result was based on estimated information
The supplier's confirmed offer and contract terms will determine the final price.
Choosing a tariff and switching
For some tariffs, you may be able to provide your switch details through BillGoose. For others, you will be redirected to the supplier or another authorised website to continue. The journey will be explained before you leave BillGoose.
Some participating providers complete applications on their own websites or through an approved third-party journey. Once you leave BillGoose, the other website's terms, privacy policy and application process will apply.
The energy supplier makes the final decision. Showing a tariff or accepting an application through BillGoose does not guarantee that the supplier will complete the switch.
Your new supplier will confirm whether your application has been accepted and tell you the contract and supply start date.
Ofgem states that a household energy switch should take up to five working days, although you may be able to request a later date. Your supplier will confirm the expected timetable.
Changing supplier should not require your gas or electricity supply to be physically disconnected. The energy continues through the same pipes, wires and local networks. If you experience an actual loss of supply, treat it as a supply issue rather than a normal part of switching.
Usually, your new supplier manages the switching process. However, you remain responsible for paying your old supplier's final bill and responding if either supplier asks for information.
Your previous supplier should issue a final bill after the switch. Depending on your account balance, you may need to make a final payment or receive a refund. Questions about the final bill should be directed to your previous supplier.
Yes. Take a meter reading around the date of your switch and keep a photograph if possible. Give the reading to your new supplier when requested. The suppliers use this information to help calculate your final and opening bills.
Domestic energy contracts can normally be cancelled during a 14-day cancellation period. Contact the new supplier as soon as possible if you change your mind. The supplier is responsible for explaining the cancellation process and any consequences that may apply.
No. Once your application has been submitted to a supplier, contact that supplier about cancellation.
No. Your supplier manages your tariff and contract after the switch.
The supplier should explain the outcome or any next steps it can provide. A declined application does not automatically switch your energy supply. You may return to BillGoose and run another comparison, but another supplier may also apply its own eligibility checks.
Contact the supplier you applied to. The supplier is responsible for investigating failed, delayed or incorrect switches and explaining what happens next.
An erroneous transfer is when an energy supply is switched without the customer's valid agreement or the wrong property is switched. Contact your existing or new supplier immediately if you think this has happened. The suppliers are responsible for correcting the transfer.
Meters, payment methods and eligibility
Usually, yes. Meter compatibility and available tariffs can vary, so check the tariff details and confirm any questions with the new supplier. If a smart meter temporarily loses some smart functions, it should continue measuring energy usage, but you may need to provide manual readings.
Not necessarily. The new supplier will tell you if your meter needs to be replaced or updated for the tariff you choose.
Possibly. Make sure you enter the correct meter and usage information so that only suitable tariffs are shown. Confirm compatibility with the new supplier before completing your application.
You may still be able to switch your household import tariff. However, payments for exported or generated electricity can be covered by a separate arrangement. Check both arrangements before switching and speak to the relevant suppliers if you are unsure.
You may be able to switch, depending on the available tariffs, your meter and any outstanding debt. Ofgem says prepayment customers may still be able to switch while owing up to £500 for gas and £500 for electricity. Eligibility and debt-transfer arrangements must be confirmed by the suppliers.
It depends on how long the debt has existed, how you pay and the supplier's assessment. Ofgem states that customers whose debt is less than 28 days old may still be able to switch, with the amount added to their final bill. Different provisions can apply to prepayment-meter debt. Contact your current supplier before applying if you are unsure.
Yes, subject to the terms and eligibility requirements of the tariff you choose. Do not cancel your existing Direct Debit immediately. Wait until your previous supplier has produced the final bill and confirmed the account balance.
Available payment methods depend on the supplier and tariff. Check the tariff details before applying.
Where participating suppliers provide the relevant information, tariffs may include details about renewable energy or environmental claims. Read the supplier's tariff information carefully because the meaning and basis of these claims can vary.
Possibly, but eligibility and participation can vary by supplier and scheme rules. Check whether the new supplier participates and whether switching could affect you before applying.
Priority Services Register arrangements are held by suppliers and network operators. If you switch, contact your new supplier to confirm or re-register your needs. Ofgem advises customers to ask the new supplier to add them to its register.
Moving home
You can compare tariffs for your new property once you know its address and expected move-in date. If you do not have previous usage information, your results may be estimated.
Take photographs of the gas and electricity meter readings at both your old and new properties. Tell the relevant suppliers about your move and provide the readings.
The property will normally already have an existing supplier. Contact that supplier when you move in, provide an opening meter reading and confirm your options.
That depends on your supplier and tariff terms. Contact your supplier before moving to find out whether the tariff can move with you.
You are not normally responsible for energy used by a previous occupant. Keep evidence of your move-in date and opening meter readings, and contact the existing supplier if its records are incorrect.
After applying or switching
Contact the supplier you applied to. The supplier is responsible for the contract, acceptance decision, tariff terms and start date.
Contact the supplier directly. BillGoose cannot cancel a supplier contract on your behalf.
Contact your energy supplier. BillGoose does not issue energy bills, collect supplier payments or manage Direct Debits.
BillGoose may be able to explain the application stage recorded in its systems, but the supplier is the authoritative source for acceptance, cancellation, contract and supply status.
Check your email spam or junk folder first. Then contact the supplier using the details shown during your application or on its official website.
Contact the supplier handling the application. It is responsible for investigating the delay and confirming the status.
Contact your energy supplier. If the issue involves a power cut or network emergency, use the appropriate emergency service.
For a power cut in Great Britain, call 105 to reach your local electricity network operator. If you smell gas or suspect a gas leak, call the National Gas Emergency Service on 0800 111 999 immediately. Do not use the BillGoose chatbot to report an emergency.
Raise the complaint directly with the supplier first and follow its complaints procedure. BillGoose cannot decide complaints about supplier contracts, billing, cancellations, meters or energy supply.
Contact BillGoose if your complaint concerns our website, comparison information, how your information was handled by BillGoose or the service you received from us. Use the contact details on BillGoose's Contact or Complaints page.
Data, privacy and security
BillGoose uses the information you provide to produce comparison results, support your selected journey and operate its service. If you choose to apply, relevant information may be shared with the selected supplier or service partner. Our Privacy Policy explains how personal information is collected, used, shared and retained.
BillGoose should only share personal application information where necessary for the journey you choose and as explained in the Privacy Policy. Running a comparison does not mean you have applied to every provider shown.
A supplier or service partner may contact you if you begin or submit an application and the applicable privacy information allows it. Marketing communications should depend on the choices and permissions presented to you.
Use the unsubscribe or preference-management option included in the communication. You can also follow the instructions in BillGoose's Privacy Policy. Supplier communications must be managed directly with the relevant supplier.
BillGoose may use essential cookies to make the website function and optional cookies for areas such as analytics, personalisation or advertising. The cookie notice explains which cookies are used and allows you to manage applicable choices.
BillGoose uses measures designed to protect personal information. However, no website or online transmission can guarantee absolute security. Always check that you are using the genuine BillGoose website and do not share passwords or sensitive payment information through an unexpected message.
Do not provide full bank account, card, password or security-code information to the chatbot. If bank details are needed for a supplier application, enter them only within the clearly identified secure application journey.
Follow the instructions in BillGoose's Privacy Policy or contact BillGoose using the privacy contact details provided there. Requests concerning information held independently by an energy supplier must be sent to that supplier.
Website and comparison support
Check that the postcode is entered correctly, including all letters and numbers. If the property is new, its address may not yet appear in all address databases. If the issue continues, contact BillGoose about the website problem.
Possible reasons include:
- No participating tariff is available for the property
- The entered information is incomplete or inconsistent
- The meter or payment type is not supported
- A supplier has temporarily withdrawn its tariffs
- BillGoose is experiencing a technical problem
Check your answers and try again. If the issue continues, contact BillGoose.
Try refreshing the page, checking your internet connection or using an up-to-date browser. You may also need to allow essential cookies. If the problem continues, contact BillGoose and explain which page you were using and what happened. Do not include passwords or full bank details.
No. The chatbot can explain BillGoose, comparison results and general terminology, but it cannot provide personalised financial advice or make the final decision for you.
No. The supplier's confirmed offer and contract terms take priority for your energy agreement. If a chatbot answer appears to conflict with a tariff document or supplier communication, check with the supplier before proceeding.
No. The BillGoose chatbot cannot access a supplier's account system, change your tariff, cancel a contract, alter a Direct Debit or resolve a supply problem.
No. For a power cut, call 105. If you smell gas or suspect a gas leak, call 0800 111 999 immediately.
For independent information about switching and consumer rights, visit Ofgem's household energy guidance. Customers needing further consumer support can use the services listed on Ofgem's website for England, Wales and Scotland.
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