Sarah J.
Ofgem helped resolve our billing issue
My supplier kept overcharging us for months and wouldn’t explain why. Ofgem got involved and they finally fixed it and r…
Ofgem
The energy regulator. Handle complaints about your energy supplier and ensure they treat you fairly.
- Helpline
- 020 7901 7000
- Website
- ofgem.gov.uk
- Location
- National
Ofgem is the independent regulator for the energy industry in Great Britain.
How to make a complaint
Follow these steps to raise your complaint with Ofgem.
- 1Complain to your energy supplier first
Contact your energy supplier directly and give them the chance to put things right. You should receive a final response within 8 weeks.
- 2If you’re not happy with their response
If your supplier hasn’t resolved your complaint, or you’re unhappy with their final response, you can complain to the Energy Ombudsman.
- 3Escalate to the Energy Ombudsman
The Energy Ombudsman is free and independent. They will investigate your complaint and aim to resolve it fairly.
- 4Still not resolved?
If the issue remains unresolved after the Ombudsman’s decision, you can ask Ofgem to review whether your supplier or network operator has broken any rules.
- 5Ofgem will assess your case
Ofgem will investigate and take action if a company has not followed the rules. They cannot award compensation — that’s the Ombudsman’s role.
What you’ll need
- Your account number and details of your complaint
- Copies of any correspondence with your supplier
- Dates and timelines of events
What people are saying
Real experiences from people who have contacted Ofgem.
Mark D.
Long process but got there in the end
Took a while, but Ofgem reviewed the case and confirmed my supplier had breached the rules. They issued a warning to the…
Lucy C.
Great support and clear guidance
The guidance on this site was really helpful and made it easy to gather what I needed. Ofgem were professional and kept …
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