Information requests

The Freedom of Information (FOI) Act 2000 and the Environmental Information Regulations 2004 (EIR) both came into force on 1 January 2005. They give people the right to request recorded information held by public authorities. As a government department, we qualify as a public authority.

Information rights are designed to help people get a better understanding of how public authorities carry out their duties and make decisions.

Subject access requests (SARs) under the UK General Data Protection Regulation (2018) give an individual the right to obtain a copy of their personal data as well as other supplementary information. It helps individuals to understand how and why an organisation is using their data and to check if the organisation is doing it lawfully.

Make an information request

Email information.rights@ofgem.gov.uk to make a request for recorded information held by us.

You can also call us on 020 7901 7295 to make an Environmental Information Regulation request.

Alternatively write to us at:

Information Rights Officer
10 South Colonnade
Canary Wharf
London
E14 4PU

Please do not send us original documents by post, we will not be able to return them.

All freedom of information requests must be made by email or post as per section 8 of the Freedom of Information Act 2000.

We aim to respond to all information requests within 20 working days, or within 40 working days under a permitted extension. This starts from the first working day after which the request was received.

Make a subject access request

Email information.rights@ofgem.gov.uk for subject access requests. If the request is related to Energy Company Obligation (ECO) schemes, email eco.sar@ofgem.gov.uk.

You can also call us on 020 7901 7295 to make a subject access request.

Alternatively, write to us at:

Freedom of Information Officer
10 South Colonnade
Canary Wharf
London
E14 4PU

Please do not send us original documents by post, we will not be able to return them.

What to include in your subject access request

Provide us with:

• a timeframe you need the information for
• your full name
• your original signature (not needed for online and email requests)

In most cases, there is no fee for processing a subject access request.

We aim to complete a subject access request within one calendar month or within 3 calendar months under a permitted extension. This starts from the first working day after which the request was received.

If you are not happy with our response

If your concern relates to how Ofgem has processed your personal data or handled a data protection request, you can make a data protection complaint. This is different from making a complaint about Ofgem’s conduct.

Find out how to make a complaint about Ofgem.

If you are unhappy with our response to your freedom of information request or environmental information request, you can ask for an internal review.

Internal reviews

Internal reviews under the Freedom of Information Act 2000

Public authorities do not need to offer internal reviews under the Freedom of Information Act. However, it is considered good practice.

Section 45 Code of Practice sets out what the best practice is for conducting internal reviews of requests handled under the act.

It states that public authorities should make the difference clear between a request for an internal review and a general complaint.

An internal review challenges either the outcome or the process of the handling of an initial response. Whereas a general complaint should be managed as general correspondence.

For example, you can request an internal review if you believe we have withheld information that should have been disclosed or if you are unhappy with how long it took us to respond.

If you are unhappy with any other action we have taken, you can make a complaint. For example, if information we have disclosed shows that Ofgem made a decision you do not agree with.

Internal reviews under Environmental Information Regulations 2004

Public authorities must offer an internal review under regulation 11 of the Environmental Information Regulations.

Anyone can request an internal review if they believe that the public authority has not met the regulations in their initial response.

The regulation 16 Code of Practice also provides further guidance on how to meet this obligation.

Data protection complaints under the Data Protection Act 2018

The Data (Use and Access) Act 2025 changed the Data Protection Act 2018 to require data controllers, such as Ofgem, to provide a process for data protection complaints.

Under section 164A of the Data Protection Act 2018, a data subject may make a complaint to the data controller if they believe their data protection rights under Part 3 of the act or the UK GDPR have been breached.

Ofgem handles complaints under the Data Protection Act 2018 as internal reviews.

You can request an internal review under the Data Protection Act 2018 if you:

• submitted a subject access request and are unhappy with our response
• believe your data rights have been breached, such as the right to have your data deleted

Request an internal review

Internal review requests should be made within 40 working days of our initial response either by email or post.

Email information.rights@ofgem.gov.uk if you want to make a request for an internal review.

Email the Data Protection Officer (DPO) at dpo@ofgem.gov.uk if you:

• want to make a complaint about how we process your personal data
• believe your data protection rights have been breached

Alternatively, write to us at:

Information Rights Officer or The Data Protection Officer
10 South Colonnade
Canary Wharf
London
E14 4PU

Information we need from you

If you request an internal review, please provide us with your case reference number if you have it.

We may need to verify your identity to make sure we do not disclose your personal information with anyone other than you. This applies to subject access requests or where a case is handled together with a freedom of information request.

Submit your request for an internal review using the same address as your initial request if you can. This will help us identify you quicker.

To help us understand and investigate your concerns, include as much information as possible such as:

• whether you disagree with how we have used any exemptions or exceptions under the legislation and why
• whether you disagree with a public interest test we have included in our response and why
• examples of where you were unhappy with how we handled the case
• how you would like us to fix the problem

When we will respond

Freedom of information and environmental information internal reviews

We will notify you that we have received your request within 20 working days.

We will usually respond by email or post within 20 working days. If the case requires more time, we will respond within 40 working days. If this happens, we will let you know in writing.

Data protection complaints

We will notify you that we have received your request within 2 working days.

We will respond by email or post as soon as we can, usually within 20 working days. If we need more time, we will let you know.

If you are not happy with our internal review

If you are not happy with the decision we made, you have the right to complain to the Information Commissioner (ICO).

Submit a freedom of information or environmental information regulation complaint on the ICO website.

You can also write to the Information Commissioner at:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF