The information below explains how to tell Ofgem if you have a complaint about how we’ve done something or if you think we’ve got something wrong. It also explains how we will deal with your complaint.
When to tell us about your complaint
If you are not satisfied with the way we’re doing something or you think we’ve got something wrong, please tell us as soon as possible so we can try to put things right. Your feedback will also 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 or the way in which we have reached a decision. We aim to resolve complaints promptly and may contact you to ask for more information to ensure we are directing your complaint to the correct area of the business.
We aim to resolve all complaints first time. However, if you’re not satisfied with our response, you can ask for a review by a senior manager.
Dealing with energy suppliers and third parties
Ofgem can’t deal with individual complaints about energy suppliers or other third parties. For help and advice on how to complain about your energy bill or supplier, see:
- Complain about your energy bill or supplier - Household guide
- Complain about your energy bill or supplier - Business guide
For information on how to complain about a third party in relation to our environmental programmes, see: Government environmental and social scheme enquiries (Ofgem E-Serve)
What you need to tell us
Please give us as much information as you can to help us understand and to investigate your complaint. Please outline:
- 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 – email, telephone or postal address
What we will do
We will try to resolve any complaint 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.
|Within 2 working days||We will acknowledge your complaint.|
|Within 20 working days||
We will investigate and write to you with our response.
If it is not possible to get back to you within this timeframe, we will update you on progress within the 20 working day period.
Unhappy with response?
If you think our response is unsatisfactory, please tell us by email or letter at the address below.
We will get back to you within 20 working days of you letting us know.
|Taking it further||If after this you are still not satisfied, you can refer your complaint to the Parliamentary and Health Service Ombudsman for an independent review.|
Taking your complaint further
The Parliamentary and Health Service Ombudsman (PHSO) is an independent body that can step in if you're not happy with our response. They have the powers to investigate complaints about public bodies.
To make a complaint to the PHSO, you need to first write to your MP. Ask them to refer the complaint to the Ombudsman. To find your MP's contact details, see Contact your MP.
How to contact us
For the Renewable Heat Incentive schemes, you can also 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
You can also contact us to make a complaint in an oral format on 020 7901 7295.
You can also ask someone else (for example a relative, friend or professional adviser like Citizen’s Advice) to complain on your behalf.
Dealing with unreasonable behaviour
We understand you may be frustrated or upset. However, unreasonable behaviour can make it difficult for us to help you. Examples include:
- Refusing to provide the details of a complaint
- Denying or changing statements made at an earlier stage
- Using offensive or threatening language
- Demanding responses within an unreasonable timescale
- Excessive phone calls, emails or detailed letters after an update has been given
- Repeatedly changing the substance of a complaint
- Failure to accept that we are unable to assist further
- Requests for information the customer has already seen or to reopen an issue that has already been considered
Responding to unreasonable behaviour
- Ofgem will report serious incidents to the police
- We may make contact to explain what we consider unreasonable. Where necessary we will tell the customer in writing what action we are taking and why
- We will end telephone calls if the caller’s language or behaviour is unacceptable. All staff have the right to make this decision
- Calls to our Enquiries Team are recorded. We retain any evidence of unreasonable behaviour on customer files
Restricted contact appeal
Ofgem may choose to restrict contact following unreasonable behaviour. We will 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 not involved in the original decision will consider the appeal and will advise of their decision.
If a customer remains unhappy with the appeal decision, the next step is to contact the Parliamentary and Health Services Ombudsman (PHSO).