Contact us

We’re experiencing high volumes of enquiries at the moment, so it might take a little longer than normal to answer your call or reply to your email. You can find the answers to many common questions in our information for consumers section.

If you have been disconnected or are off supply, please contact:

• Citizens Advice Consumer Service on 0808 223 1133 or use their online webchat. For textphone, dial 18001 followed by the helpline number.  
• Advice Direct Scotland on 0808 196 8660 or use their online webchat.

If you have an enquiry relating to Ofgem’s policies or functions, contact us at consumeraffairs@ofgem.gov.uk, on 020 7901 7295 or at the addresses below. 

If you have an enquiry relating to an environmental or social scheme administered by Ofgem, please click here for contact information.

Telephone opening hours

If you have a request for a member of Ofgem to speak at an event, please make a speaker request. We also regularly share corporate news and post general advice to help consumers get the most out of their energy services via our news and views pages and social media channels: @Ofgem Twitter, @Ofgem Linkedin, @Ofgem facebook.

Ofgem are committed to providing excellent service to everyone who contacts us. Our teams have the right to work in a safe environment and everyone is entitled to be treated respectfully and courteously. We recognise that there will be times when you may be frustrated or upset, however acting in an unreasonable manner can make it difficult for us to help you and isn’t acceptable.

This policy outlines what we class as unreasonable behaviour and how we’ll respond to it.

Examples of unreasonable behaviour include: 

• Threatening or insulting our teams, including shouting or repeatedly talking over them on a call
• Using offensive or threatening language, such as derogatory or abusive language or swearing
• Persistent contact whilst refusing to provide the information needed to proceed with our investigations
• Denying or changing statements made at an earlier stage
• Demanding responses within an unreasonable timescale
• Repeated demands for Ofgem to act outside of our remit, or refusal to accept Ofgem’s remit
• Excessive phone calls, emails or detailed letters after an update has been provided
• Reframing or rewording a complaint that has already been responded to.
• Failure to accept that we are unable to assist further, following the conclusion of a complaint/enquiry and /or failing to follow appropriate appeal/ review actions.

Responding to unreasonable behaviour

• In the event of unreasonable behaviour, we may limit your contact with us. We will consider any action taken reasonably and will notify you, where possible, that your conduct is a concern to us. This will allow you an opportunity to reconsider your behaviour towards us.
• Ofgem will report serious incidents, such as abusive or threatening comments to the police.
• We will not respond to correspondence (in any format) that contains statements that are abusive to our team or contains allegations that lack substantive evidence.
• We may contact you to explain what we consider unreasonable. Where necessary we will tell you, in writing, what action we are taking and why.
• We may end communication about a particular issue or question that we feel we have already responded to
• We will end telephone calls if you are unreasonable, aggressive, abusive or offensive. All Ofgem staff have the right to make this decision, to tell the caller that their behaviour is unacceptable and to end the call if the behaviour persists. In cases such as this, we may restrict your contact with us to writing only as a safeguarding measure for our team.
• Repeatedly contacting us after a terminated call may result in further restrictions on your contact to Ofgem.
• Calls to our Enquiries Team may be recorded. We retain any evidence of unreasonable behaviour on customer files.

Restricted contact appeal

If Ofgem choose to restrict contact with you following unreasonable behaviour, where we hold correspondence details for you, we’ll write to advise what restrictions are in place. A customer has the right to appeal these restrictions within 20 working days. A senior member of staff will consider the appeal. We will record any action taken in response to unreasonable behaviour and will be subject to regular review.

If a customer remains unhappy with the appeal decision, the next step is to contact the Parliamentary and Health Services Ombudsman (PHSO).