Complaining about Ofgem
How to make a complaint about something we have done or if you think we have got something wrong, and how we will deal with it.
Complaints about energy suppliers
For help and advice on how to complain about your energy bill or supplier click the below.
Citizens Advice also provides a free, impartial helpline service across a range of issues on 0808 223 1133.
When to tell us about your complaint
If you are not satisfied with the way we are doing something or think we have got something wrong, please tell us as soon as possible so we can try to put things right. Your feedback will help us improve our service for others.
Complaints may be made about:
- the standard of service we have provided
- how we have performed
- how we operate
- the way in which we have reached a decision
We aim to resolve complaints quickly and where possible the first time we are contacted.
We may need to contact you to ask for more information. This is to make sure your complaint is sent to the correct department.
If you are not happy with our initial response, you can ask for it to be reviewed by a senior manager from Ofgem.
How to make a complaint
Email us at feedback@ofgem.gov.uk to make a complaint about Ofgem.
Alternatively, write to us at:
Ofgem Complaints
Commonwealth House
32 Albion Street
Glasgow
G1 1LH
Please do not send us original documents by post as we will not be able to return them.
You can also ask someone else, for example a relative, friend or professional adviser like Citizens Advice to complain on your behalf.
What you need to tell us
Give us as much information as you can to help us understand and to investigate your complaint.
Tell us:
- what you think is wrong
- when it happened
- who you dealt with
- how you would like us to resolve the matter
- your preferred contact details for us to communicate with you, for example, email, telephone or by post
What we will do
We will try to resolve complaints quickly and explain what we have done and why.
Here’s what to expect when you make a complaint to us and the timelines involved.
Taking your complaint further
The Parliamentary and Health Service Ombudsman (PHSO) is an independent body who investigate complaints about public bodies. They can get involved if you are not happy with our response and complaints process.
To make a complaint, you need to first write to your MP. Ask them to refer the complaint to the Parliamentary and Health Service Ombudsman. To find your MP's contact details, see Contact your MP.
Complaints about Renewable Heat Incentive (RHI)
For complaints regarding the Renewable Heat Incentive schemes, you can use the email addresses below:
- Domestic Renewable Heat Incentive: drhiresolutions@ofgem.gov.uk
- Non-Domestic Renewable Heat Incentive: rhi.complaint@ofgem.gov.uk
Alternatively, write to:
Ofgem Complaint
Commonwealth House
32 Albion Street
Glasgow
G1 1LH
Please do not send us original documents by post, we will not be able to return them.
You can also ask someone else, for example a relative, friend or professional adviser like Citizens Advice to complain on your behalf.
Complaints about data protection requests
Email the Data Protection Officer (DPO) at dpo@ofgem.gov.uk if:
- you wish to make a complaint about how Ofgem processes your personal data
- you believe your data protection rights have been breached
Alternatively, write to us at:
The Data Protection Officer
10 South Colonnade
Canary Wharf
London
E14 4PU
See Information requests for details about data protection requests.