Making a complaint about an energy company or the industry
Ofgem cannot deal directly with consumer complaints or enquiries as this is handled by the watchdog energywatch. We are required by the Utilities Act 2000 to refer all consumer contacts to energywatch.
What is energywatch?
energywatch is the Gas and Electricity Consumer Council. It is the independent body responsible for providing energy consumers with information and advice and for investigating all complaints and enquiries on their behalf, including all the areas that Ofgem regulates.
energywatch also has an advocacy role and can raise matters with Ofgem if it detects issues that require regulatory consideration.
Contact energywatch
energywatch operate a lo-call national telephone helpline:
0845 906 0708
You can also contact them online via their website - link opens in a new browser window.
Full contact details can be found on their website - link opens in a new browser window.
Alternative dispute resolution – The Energy Supply Ombudsman
Domestic consumers can now seek additional help with billing and transfer related disputes. The Energy Supply Ombudsman was established in July 2006 and can deal with complaints against supply companies that are members of its service. The Ombudsman can ask your supplier to apologise and take practical action to resolve a dispute and in some cases make a financial award. They may be able to deal with your complaint if you have exhausted your suppliers complaints process or if your complaint is more then 8 weeks old.
They can be contacted on:
Telephone: 0845 055 0760 or 01925 530263
Fax: 0845 055 0765 or 01925 530264
Textphone: 18001 0845 0511513 or 18001 01925 430886.
Email: enquiries@energy-ombudsman.org.uk
Energy Supply Ombudsman website - link opens in a new browser window.
Consumers - Ofgem's role
Ofgem's Consumer Affairs Team manages enquiries regarding Ofgem's policies and ensures that matters are referred to energywatch appropriately.
Team Telephone: 020 7901 7295
Fax: 020 7901 7196
Email: consumeraffairs@ofgem.gov.uk