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
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