Stay Safe from Fraud
At TotalEnergies, protecting you and your business is a priority. We are committed to helping our customers stay safe from fraud and scams.
Fraudsters may try to impersonate trusted organisations like TotalEnergies to access your personal or financial information. This page provides clear, practical guidance to help you identify genuine contact and protect yourself.
1. How to check it's really us
If you’re ever unsure whether a communication is genuinely from TotalEnergies, use these simple checks:
- Emails from us
- We will only contact you from an official email address ending in @totalenergies.com or @external.totalenergies.com
- We will never ask you to share passwords or sensitive login details
- Phone calls from us
- You can always hang up and call us back using the number on your bill or our official website
- Payments
- We will never ask you to make a payment to a new account without proper verification
If in doubt, stop and contact us using official details - not those provided in the message.
2. What we will NEVER do
You can always trust that TotalEnergies will never:
- Ask for your password, PIN, or full security details
- Ask you to transfer money urgently
- Send someone to your property without identification – (See our Site Access Statement)
- Pressure you into making decisions quickly
Fraudsters often rely on urgency and pressure—take your time to check.
3. Common energy scams
Fraudsters often pretend to be energy companies, regulators, or service providers. Common scams include:
- Impersonation calls - pretending to be from your energy supplier or Ofgem and asking for account or bank details
- Phishing emails & text messages on apps or social media - designed to look genuine and prompt you to click a link or confirm personal information
- Social engineering scams – fraudsters manipulate or pressure you into sharing confidential information or making payments by building trust, creating urgency, or posing as someone you know or a trusted organisation
You can learn more about this type of fraud and how to protect yourself through independent guidance from Energy UK:
Energy UK Explains: Social engineering fraud - Energy UK
Guide: Helping energy customers stay vigilant against social engineering fraud - Energy UK
4. How to spot a scam quickly
Watch out for these warning signs:
- Unexpected contact
- Requests for personal or financial information
- Pressure to act immediately
- Deals that seem too good to be true
- Suspicious email addresses or links
These are common tactics used to make you act quickly without checking.
Visit https://www.takefive-stopfraud.org.uk/ for advice on how to spot fraud and report any suspicious fraudulent activity immediately.
5. How to protect yourself
Stop, think and check - Take a moment before responding to any request
Verify independently - Use trusted contact details, not those provided in the message
Avoid clicking unknown links - Go directly to our official website instead
Keep your information secure - Never share passwords or sensitive details
Stay alert - Fraudsters can contact you by phone, email, text, on social media apps or even in person
For further advice on protecting yourself from scams, please refer to Energy UK’s guidance: Fraud prevention - Energy UK
6. What to do if you're contacted
If something doesn’t feel right:
- Do not engage or share information
- Do not click any links
- Contact us directly using trusted details
- Report the incident
Always verify using independent contact details, such as those on your bill.
How to report fraud
If you think you’ve been targeted:
- Contact TotalEnergies through our website.
- Emails – forward to: [email protected]
- Texts or SMS – forward to 7726 (this is free)
- For England, Wales or Northern Ireland report online to Action Fraud or call 0300 123 2040. For Scotland, call 101 to report it to Police Scotland
If you’ve shared financial details, contact your bank immediately