The section on the left hand side provides information on issues that Ofgem is often asked about. If you would like to read more information concerning Ofgem’s role, please visit the About us page. Please see below if you require further advice or information on issues that aren’t covered there.
Consumer Direct is the Government-funded advice service offering information and advice on all consumer issues including energy. Consumer Direct can give specific advice about resolving energy enquiries and complaints. Consumer Direct records details of the types of contacts it receives for use by Ofgem, Consumer Focus Trading Standards and other bodies.
You can call Consumer Direct on 08454 04 05 06 or contact them via their online complaint and enquiry service via Direct.gov's website - link opens in a new browser window.
You can also seek detailed customer facing information and advice about energy issues via the website of Consumer Focus, the national consumer advocate via their “ask a question” facility. Consumer Focus also publishes price comparison information to help you choose an energy supplier - link opens a new browser.
If you have a complaint or enquiry relating to an energy supplier or network operator, you should contact that company directly in the first instance. All energy suppliers and electricity and gas network operators are required through strict complaints handling standards to deal proactively with complaints and enquiries from domestic customers and micro-businesses. Further information on the complaint arrangements.
Ofgem does not have a direct role in dealing with general complaints and enquiries about the energy industry. Please see below for further information on Ofgem’s role.
The Energy Ombudsman (now known as the Ombudsman Services: Energy) can investigate complaints for domestic and micro-business consumers that the energy supplier or network operator cannot resolve. They can normally deal with a complaint if it has been with the energy company for 8 weeks or if the company has declared the complaint deadlocked (i.e. they have said they can do no more) whichever is the earlier. The Energy Ombudsman can ask your supplier or network operator to apologise and can take practical action to resolve a complaint and, in some cases, make a financial award.
You can contact Ombudsman Services: Energy via:
Telephone: 0330 440 1624 or 01925 530 263
Fax: 0330 440 1625 or 01925 530 264
Textphone: 0330 440 1600 or 01925 430 886
There is also an online complaint form and enquiry form.
As stated above, Ofgem does not have a direct role in resolving general complaints or enquiries. Our role is therefore limited to dealing with matters relating to our general functions, the environmental schemes we administer on behalf of the Government, wider investigations into consumer protection or enforcement issues, or matters that we can legally determine (such as network connections disputes). Ofgem expects that energy companies themselves should take reasonable steps to explain how any relevant legislation they may quote applies to consumers, and Consumer Direct can also help in this regard.
Ofgem’s Consumer Affairs Team manages consumer-based enquiries and referrals regarding Ofgem’s policies and functions and ensures that matters are referred to the energy supply companies, network operators and Consumer Direct or Consumer Focus appropriately.
Team Telephone: 020 7901 7295
Fax: 020 7901 7415
Email: consumeraffairs@ofgem.gov.uk
Please note that you may have to leave a voice message when calling at busy times but your call will be returned as soon as possible. Consumer emails on common or topical subjects may be automatically directed to either Consumer Direct or the relevant consumer information on the left hand side.
For enquiries on the different renewable schemes that we administer – the Feed-In Tariff scheme (FITs), Renewables Obligation (RO), Climate Change Levy (CCL) or Renewable Energy Guarantees of Origin (REGO) , or to make an enquiry about, or report a problem with the Renewables & CHP Register database, please contact the Renewables team.
Team telephone: 020 7901 7310
Email: renewable@ofgem.gov.uk
Read more information about the Feed-in Tariff Scheme.
Ofgem’s library can answer research queries related to Ofgem’s work. Please note that it cannot deal with general consumer queries or complaints.
Email: library@ofgem.gov.uk
Phone: 020 7901 7003 or 020 7901 7119
Fax: 020 7901 7378
Visits by appointment only, 24 hours notice required.
Last updated 8 November 2011