What to do if you receive a suspicious email

We send a number of emails to our customers - for example, meter read reminders and bill emails - but just because an email says it’s from us, that doesn’t mean it is. It may be an example of what is known as phishing. 

Phishing is a form of scam or fraud that uses fakes emails or web links designed to look trustworthy in order to gain access to sensitive information. This can include things like passwords or bank details. It may also be used to infect a computer with viruses. 

Because the emails appear as though they’ve been sent by a reliable source, it’s quite a common scam, and quite easy to fall victim to.

We’ve outlined here how to spot an email from us. 


How can I be sure an email has been sent by So Energy

The techniques used by scammers are always evolving so one can never be 100% sure, but below are some points that can help you identify suspicious communications:

  • Emails that come from us will always come from an email address that ends @so.energy. For example, help@so.energy
  • We won’t often ask for your bank details via email. If we do:
    • It will be from an email address ending @so.energy
    • It will be because we owe you a refund and don’t have any useable Direct Debit details on your system
    • If you're unsure, it's worth being extra careful - you can check the validity of a refund by logging into your online account and looking over your recent bills


  • We’ll never request your password over email
  • Emails from us will never start with phrases like ‘Dear Customer’

If you’re ever suspicious that an email claiming to be from us actually isn’t, it’s important you don’t click any links in the email or respond to the email. The best thing to do would be to attach it to a new email - or to forward it on - to help@so.energy and report@phishing.gov.uk and then delete the original. 

If you receive a text message claiming to be from us, please send the number it came from - and, if you can, a screenshot of the message - to the emails above.


What do scams look like?

Here’s an example of a phishing email and a text message claiming to be from industry regulator Ofgem:

Email

Text

If you’re unsure about any of the above, please get in touch with us on help@so.energy (Mon-Fri, 9am-5pm)