How do I make a complaint or enquiry about an energy company?
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.
Where can I get advice on energy issues or on making my complaint?
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 and records details of the types of contacts it receives for use by Ofgem, Consumer Focus and other bodies.
You can call Consumer Direct on 08454 04 05 06 or contact them via their online complaint and enquiry service - link opens in a new browser window.
You can also seek detailed advice via the website of Consumer Focus, the national consumer advocate via their “ask a question” facility and can also obtain price comparison information (link opens a new browser): http://www.consumerfocus.org.uk/energy-help-and-advice
Who can help resolve a complaint other than the energy company it concerns?
The Energy Ombudsman 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 the Energy Ombudsman via:
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 Ombudsman website - link opens in a new browser window
What is Ofgem’s role in dealing with wider complaints about the industry or policy issues?
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 schemes we administer on behalf of the Government (such as FITS or ROCS), wider investigations on 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 7066
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 our consumer issues page where up to date information on these issues is available: http://www.ofgem.gov.uk/Consumers/CI/Pages/CI.aspx
Renewables enquiry lines- ROCS, LECS, CCLs
For general enquiries about our renewable and CHP schemes (ROCs LECs, CCLs ), or to make an enquiry about, or report a problem with the Renewables & CHP Register database, call: 020 7901 7310.
Feed In Tariffs (FITS)
Further information about FITs can be found at the following link: http://www.ofgem.gov.uk/Consumers/CI/Pages/FITs.aspx
Ofgem library
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 24 August 2010.