Freedom of Information

Mae’r dudalen yma ar gael yn Gymraeg.

Freedom of Information and the Environmental Information Regulations

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

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

Information Requests

If you are a consumer and you have an issue to resolve with an energy company please refer to the Consumer Advice section.

If you would like to make a FOI or EIR request, email us at foi@ofgem.gov.uk or alternatively, write to us at:

Freedom of Information
Research and Information Centre
9 Millbank
Ofgem
London
SW1P 3GE
Phone: 020 7901 7003
Fax: 020 7901 7378

We endeavour to complete a specific FOI enquiry within the statutory 20 working day limit, or within 40 days for EIR, starting from the day after which the request was received. All requests must be made in writing, as per section 10 of the Freedom of Information Act.

If you are unhappy with the decisions made in relation to an FOI or EIR request, you may ask for an internal review. This can be done by contacting us in writing at the FOI e-mail box foi@ofgem.gov.uk

We endeavour to complete the review in 20 working days. A senior legal adviser who is not initially involved in the case carries out reviews. They can either instruct the FOI team to carry out further work where necessary or decide that what has already been done is satisfactory. In either case, the applicant will be informed of the decision in writing.

If you are not content with the outcome of the internal review, you have the right to apply directly to the Information Commissioner for a decision. The Information Commissioner can be contacted at:

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

Making a complaint about Ofgem

If you are unhappy with the way that we have reached a decision, you should write to:

Ofgem Complaints
Ofgem
9 Millbank
London SW1P 3GE

Your complaint will be acknowledged within two working days and we will write to you within 20 working days to let you know the outcome of the investigation. If it is not possible to get back to you within this timeframe, we will write you to update you progress within the 20 working day period.

If you remain unhappy please let us know. We will review the complaint and will write back to you within 10 working days.

If you are not satisfied, you should take your complaint to the Parliamentary Ombudsman, which carries out independent investigations into complaints about public bodies. To make a complaint to the Parliamentary Ombudsman, you need to first write to your MP asking them to refer the complaint to the Ombudsman.

If your complaint is found to be justified, the Ombudsman can recommend that we provide a remedy.