Start with the outcome you need
A regulator, enforcement body and redress scheme may look at the same conduct for different reasons. This profile separates the wider public-interest role from the route that can deal with your own loss.
Role and remit
What Ofgem does
Ofgem regulates Great Britain's gas and electricity markets. It sets licence conditions, monitors suppliers and network companies, protects consumers and can take regulatory enforcement action.
Ofgem sets the framework and acts on systemic or licence compliance issues.
Raise an individual complaint with the energy supplier or network company.
The Energy Ombudsman can investigate qualifying unresolved individual disputes.
Powers and limits
What it can and cannot do
The correct route depends on whether you want wider enforcement, an individual remedy, or both.
| It can | It usually cannot |
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Individual route
Supplier complaint, then Energy Ombudsman
The individual dispute route begins with the supplier or network company, not with Ofgem.
- Send a clear complaint to the supplier or network company, including account details, disputed readings, bills and the remedy sought.
- Keep the complaint start date and every response.
- Ask for a deadlock letter if the organisation says it can do no more.
- Refer to the Energy Ombudsman after deadlock or when the current waiting period is met.
- Report wider or repeated regulatory concerns to Ofgem separately where useful.
Ofgem regulates the market. The Energy Ombudsman considers eligible individual complaints. Sending the same evidence to the wrong body can delay the route that can actually award a remedy.
Prepare the report
What to keep and send
Give the body enough information to identify the conduct and understand why it matters. Keep the material needed for your separate claim as well.
- Bills, meter readings, photographs, smart-meter data and tariff terms.
- A calculation of the disputed amount and the correction requested.
- The original complaint, complaint reference and final or deadlock response.
- Records of vulnerability needs or reasonable communication adjustments.
- Evidence suggesting that the issue affects other customers, for any Ofgem report.
Primary material
Official sources
Check the current remit, procedure and rules before submitting anything.