Ofgem does not have a direct role in dealing with individual disputes between customers and energy companies.
If you have a dispute with an energy supplier or network provider, you should always try to resolve your dispute directly with the energy company.
If the energy company confirms in writing that they are unable to progress your complaint any further or after eight weeks your complaint has not been resolved to your satisfaction, you may wish to contact the Energy Ombudsman. The Ombudsman is responsible for investigating individual complaints made against energy companies by consumers.
Ofgem assesses complaints about business practices which appear to be contrary to the requirements of relevant legislation, licence conditions or otherwise unfair, in order to decide whether to open an investigation. To enable Ofgem to make this assessment, complaints should be specific, well reasoned and clear and supported by all available relevant evidence. As a minimum, the complaint should include:
- a clear explanation of the allegations,
- a description of the harm being caused,
- an indication of the legal obligation which may have been breached,
- details of the company or individual complained of,
- a description of your own business or interest.
If you are complaining about anti-competitive behaviour, complaints should, where possible, include a description of, and any evidence relating to, the relevant market in which the alleged infringement took place and a description of the relevant product/service. For further information, please refer to the OFT guidance on the submission of complaints (see Further Reading).
If you are a consumer and you wish to make a complaint alleging a breach of relevant legislation, or are unsure whether your complaint should be raised with the energy company or with Ofgem you can contact Consumer Affairs Team for advice: consumeraffairs@ofgem.gov.uk. Please also take a look at the Ofgem Consumer Affairs page.
If you wish to make a complaint about Ofgem take a look at the Ofgem How to Complain page.