The Energy Sector is controlled by a number of regulators.

Who are Ofgem?

You have probably heard Ofgem mentioned everywhere you look when it comes to switching your electricity and gas, but who are they? And what difference do they actually make to your supply?

Ofgem Logo

Well, Ofgem is the Office of Gas and Electricity Markets. They are a non-ministerial government department and an independent National Regulatory Authority, with the role of protecting consumers now and in the future by writing guidelines that deliver a fairer, greener energy system.

The term “non-ministerial department within the UK Government” is a specific status given to only 22 departments in the UK, which is known to the likes of the Crown Prosecution Service, the Forestry Commission and National Savings and Investments and Ordnance Survey. describes Ofgem to “regulate the monopoly companies which run electricity and gas networks, taking decisions on price controls and enforcement as well as acting on the interests of consumers.”

Ofgem works with the Government, industry and consumer groups to deliver a net-zero economy at the lowest cost to customers like yourself. They ensure fair treatment and drive down prices by enabling competition and innovation and opens the market for new services.

The company was founded on November 1st 2000, in a merger of the Office of Electricity Regulation and Office of Gas Supply, and is now held under Kwasi Kwarteng, the Secretary of State for Business, Energy and Industrial Strategy.

How are they governed?

Ofgem are governed by the Gas and Electricity Markets Authority (GEMA) and the Department of Energy and Climate Change (DECC).

 GEMA determines strategies, sets policy priorities and makes decisions on a varied range of regulatory matters, such as pricing controls and enforcement. With these regulations, GEMA has built the likes of the Gas Act 1986, the Electricity Act (1989) and Utlities Act (2000) and further measures set out in a number of Energy industry Acts. See:

GEMA is made up of non-executive and executive members, as well as a non-executive chair. Their non-executive members bring professional industry experience to the table regarding the likes of economics, consumer and social policy, finance and investment and European energy issues alongside science and environment.

Whereas the BEIS are a ministerial department, sometimes described as the “boss” of Ofgem. Although Ofgem came into being before its superior, with their title, they take responsibility for energy security, managing the UK’s energy legacy, supporting growth, action on climate change, and much more.

The BEIS may task Ofgem with delivering aspects of these topics such as promoting value for money, while they are responsible for overall affordability. Ofgem may focus on promoting the security of supply and sustainability, while the BEIS work on action on climate change and renewable energy.

Who do Ofgem protect?

By dedicating their organisation to working for consumers, Ofgem’s duty is to protect the interests of you as a buyer. To achieve this, while operating under a “consumer first” programme, they introduced a panel for everyday domestic customers to meet regularly and discuss key issues impacting their own participation in the energy market, with special attention paid to any other industry issues brought to their attention. You can see the notes taken at these meetings via Ofgem’s consumer research tab.

After the consumer first panel was successful, the group then introduced a Consumer Challenge Group relevant to work on network price controls; this group is made up of a small number of experts who act as a “critical friend” and bring additional expenses that a company may not be able to address through their market research alone.

As part of Ofgem’s promise is to protect consumers, we mustn’t forget the duty specifically relating to vulnerable individuals.

Following 2013s report of the same name, they wrote a Consumer Vulnerability Strategy in 2019 with the intention of outlining how they define vulnerability and reflecting on how they intend to protect customers in vulnerable situations until 2025. This is made up of five key themes, as follows

  • Improving identification of vulnerability and smart use of data
  • Supporting those struggling with their bills
  • Driving significant improvements in customer service for vulnerable groups
  • Encouraging positive and inclusive innovation
  • Working with others to solve issues that cut across multiple sectors

Funding and transparency

Although Ofgem is fully independent from the organisations which they regulate, they do recover the costs of their work from these licensed companies via an annual license fee. They aimed to see a reduction of 15% in 2019-2020 from 2015’s Spending Review settlement in 2015.

As a public service, it is important that the regulatory body commits to transparency at all times, and released this statement about how they are currently doing this, but to put it simply, Ofgem rely on four essential principles, alongside publishing a Forward Work Programme each year in order to share their main priorities for the following annum; deliverables and performance indicators for the following year are based on the Work Programme findings, and lastly, an Annual Report and Accounts, which are audited by the National Audit Office.

Ofgem’s personal four essential principles are (in their words):

TransparencyProviding clear, consistent, comparable and accessible information
AccountabilitySo that decision makers and budget holders can be held to account
SimplicitySo that it is easy to understand what is going on
CoherenceSo that our activities are clear and logical

Is Ofgem the Ombudsman?

Shortly, no. Ofgem is not an ombudsman due to the fact that it does not have an individual or business that you can complain to. Instead, the energy sector has its own ombudsman, approved by Ofgem, that independently handles disputes between consumers and energy suppliers.

While Ofgem will take an interest in large amounts of complaints about similar issues and companies, it should be done from a market investigation perspective rather than active customer engagement. Still, You can read their leaflet on how to complain with Ofgem here, that will tell you who you should contact in their place. This goes through a number of steps from contacting the company who you are complaining to directly, to Citizens Advice and even the Ombudsman services mentioned above.

Ofgem’s Successes

  • Leading government efforts to mitigate climate change, both through international action and cutting UK greenhouse gas emissions by at least 80% by 2050;
  • Leading efforts to ensure as a nation that we are sourcing at least 15% of our energy from renewable sources by 2021;
  • Committed to delivering secure, low-carbon energy at the least cost to consumers, taxpayers and the economy;
  • Committed to policies protecting the most vulnerable and fuel poor households and addressing the competitiveness problems faced by energy-intensive industries;
  • Delivering policies in a way that maximises the benefits to the economy in terms of jobs, growth and investment;
  • Making the most of the UK’s existing oil and gas reserves and seizing the opportunities presented by the rise of the global green economy;
  • Managing the UK’s energy legacy safely, securely and cost-effectively

Who is the Energy Ombudsman?

Your Complete Guide to The Energy Supplier Complaints Handler

Energy Ombudsman are approved by Ofgem to handle disputes between consumers and their energy suppliers. You can make use of their complaints services if you are a domestic or micro business energy consumer. Essentially, an ombudsman is someone who investigates complaints. In this instance, the ombudsman specifically deals with complaints from consumers of the energy sector.

Below is a video from the Ombudsman services further explaining their role and services.

What do they represent?

The Energy Ombudsman act as a support network to help consumers deal with issues regarding a service they rely on, energy. They are highly experienced in dealing with complaints and are therefore prepared to understand and deal with the most common types of problems and resolve them as quickly as possible.

In their own words, the most common energy complaints are about:

  • gas and electricity bills,
  • problems that arise from switching energy supplier,
  • the way in which an energy product or service has been sold (inc. door
  • stop sales),
  • the supply of energy to your home,
  • microgeneration and Feed-in-Tariffs,
  • problems relating to services provided under the Green Deal,
  • problems relating to District Heating suppliers who are part of a Heat
  • Trust Scheme,
  • Network Providers when there is a loss of supply or a connectivity or
  • repair problems.

They represent the ethos of ensuring fair deals and conduct for domestic and micro businesses, currently having assisted 90,000 people.

What are their goals?

Energy Ombudsman’s 2020 value statements are as following:

1. being balanced
2. being open
3. being courageous
4. being empathetic.

What is the Energy Ombudsman to its stakeholders?

To their consumersThey are the people consumers can turn to for impartial advice and fair solutions
To their partnersThey are the people partners look to, to help them reduce complaints. Energy Ombudsman enables its partners to make the changes they need to deliver
better customer service.
To their regulatorsThey pride themselves on protecting rights and they partner on information sharing.
Energy Ombudsman shares their analysis so that regulators can business partners can make their own
advancements and improvements.
To their staffThey enable them to be able to deliver high quality service to consumers and partners through meaningful work.

How they handle complaints

The Energy Ombudsman are regulated by NEON, the European network of independent, not-for-profit dispute-resolution services for consumers. They have been approved by Ofgem, Ofcom (the regulator for the communications services used each day such as broadband, home and mobile phones, and TV and radio), and the European Consumers Centres (ECC-Net). Moreover Energy Ombudsman are approved by The Chartered Trading Standards Institute (CTSI) to operate in non-regulated sectors.

So, now we know that they are registered and legal, how do they do they make decisions on complaints they receive?

In their own words, Energy Ombudsman:

1. look at the complaint raised the evidence submitted by both parties,
2. consider the consumer’s Consumer Rights,
3. review the evidence against relevant legislation and expected industry practice,
4. make a decision,
5. recommend what can be done in order to put things right.

There are three important things to remember when engaging with the ombudsman:

1. they can only deal with complaints about UK energy and communications providers,
2. your provider has to be signed up their scheme, you can search here,
3. you should have logged a formal complaint with your provider prior to contacting them (8 weeks of no resolution, response or satisfaction)

What is likely to be the resolution of a complaint?

The action your receive to ‘make mistakes right’ may include:

– a practical action such as cancelling an account, applying credit to an account,
– an apology may be issued,
– a financial acknowledgement of the difficulties encountered,
– recommendations issued to the company to prevent the issue reoccurring,
– or a combination of these.

How are the ombudsman services funded?

Ombudsman is free for consumers to access and benefit from. The fee a company who is signed up to their scheme pays have each complaint reviewed. Matt Vickers, Chief Executive, assures customers that this fee to fund has ‘no bearing on [their] decision’.

Google Snippets

Who is the energy ombudsman?

The energy ombudsman is an independent, non-biased entity within the energy sector. It is not affiliated with any consumer groups nor Ofgem. The Energy Ombudsman offer advice and guidance on handling the complaints procedure, should a consumer choose to escalate a complaint with their supplier.

Who can the energy ombudsman represent?

The energy ombudsman services represent domestic and micro businesses who have already logged a complaint with their provider. You should only contact the energy ombudsman if 8 weeks have passed since response, resolution, or satisfaction of the complaint.

Is Ofgem the same as the Energy Ombudsman?

In short, no. The energy ombudsman is the energy sector’s supplier complaints handler, whereas Ofgem are a regulating

Who is Energy UK

Your Complete Guide to the Energy Trade Association

Energy UK Logo

You may not have heard of Energy UK, but they play a vital role in the safe and fair delivery of energy to your home. They are the trade association for the energy industry, covering every aspect of the energy sector.

Energy UK’s members deliver over 80% of both the UK’s power generation and energy supply for the 28 million UK homes (as well as businesses).

Energy UK have been accredited the Investors in People Standard.

What They Do

Energy UK are a source for and provider of expert advice on the energy industry. The company works to improve the energy industry’s reputation with customers and clients.

The way that the company does this is by providing forums for members of Energy UK. On these forums, members feedback to the company, and discuss energy/energy-related issues. On the behalf of the members, Energy UK then engage with other, involved parties across the UK and EU. These parties may include:

  • governments,
  • regulators,
  • consumer organisations,
  • environmental organisations.

By engaging with these parties on behalf of consumers Energy UK are able to discuss, improve and further energy regulation and policy.

What could this look like?

Energy UK may:

  • raise issues directly with the UK,
  • arranging meetings with Ofgem,
  • engaging with the Scottish or Welsh governments.

The reason Scottish and Welsh governments may be individually engaged with is because customer advice is a devolved power for Scotland, and Wales have some other devolved powers.

Energy UK may also engage with European Union (EU) institutions on behalf of participants in:

  • the Internal Energy Market,
  • the Irish Single Energy Market.

Who are represented under ‘members’?

Energy UK represent a range of energy generators and suppliers in varying sizes.

The Team

Emma PinchbeckAudrey GallacherSam HollisterAbbie Sampson
Chief ExecutiveDeputy Chief Executive and Director of PolicyDirector of Economics and Corporate ServicesDirector of External Affairs


Membership is available to a wide range of organisations within the energy sector.

To see the pre-existing members list click here, to enquire yourself click here.

The energy industry is a progressive one and Energy UK work to keep up with the ever-changing updates. Whether regarding technology, the climate or customer services, the company (in their own words) works to reflect ‘the increasingly diverse sector which has more companies in the market in a range of different ways’.

Energy UK works:

Energy UK works…How this happens in practice
On the future energy landscapeEngagement on smart metering and smart grids, Demand side response and management, Energy aggregation.
On adapting to a more integrated energy systemForging partnerships across the industry, Creating relationships with governments and stakeholders

What benefits does Membership give you access to?

As a member of Energy UK, you can get access to regular committee meetings, which offer a chance to discuss latest policy developments and open access to new Energy UK positions. Meetings are also a good opportunity for members to seek clarification on policy or legislation from government officials and regulators. The committee meetings are also an excellent opportunity for members to meet and network with others in the industry.

As aforementioned, Energy UK pride themselves on providing access to experienced, high-level industry advice from industry professionals to its members. Members are welcome to contact Energy UK with any queries or concerns.

There is also a weekly newsletter circulated via email which provides a round-up of the latest, relevant industry topical information and updates. In these the information about upcoming events or opportunities will also be shared.

Working in London? Energy UK’s offices are located near the Liverpool Street and Moorgate train stations in London. The office, with Wi-Fi able to be accessed throughout, has hot desking facilities. These are available for any members when they’re in London. Furthermore, the offices also has 6 meeting rooms which can be hired about by members (subject to availability). For more information you can email and the hire rates are available here.

Where can Energy UK reach?

As aforementioned Energy UK have strong footing across the UK, but are also very active in Brussels. This activity allows them to influence the policy making process in the EU through meetings, briefings and events in collaboration with representative powers.

Energy UK are also members of EURELECTRIC and Eurogas – this allows them more international accreditation and engagement.

Types of MembershipAvailable for
FullActive energy suppliers, active generators of energy and those commercially active in energy services.
AssociateCompanies which supply services to the energy industry which can include logistics suppliers and part manufacturers.

Departments and Committees

GenerationThe generation team covers issues across electricity generation and gas markets.
SupplyThe supply team develops policy framework that supports suppliers to provide the best possible service to the market, and enhance supplier-customer relationships as well as improving value for customers.
New Energy Services and Heat Directorate (NESH)The NESH team are responsible for shaping the policy and regulations around the decarbonisation of heat and transport.
Economics and Strategic PolicyThe economics and strategic policy team provides an oversight of high-level policy and produces analysis of topical issues. They help Energy UK overcome potential challenges ahead.
CommunicationsThe communications team are responsible for communicating messages to the media, government and stakeholders. This can be in a variety of ways such as briefings, press releases, and via social media
Events and MembershipsThis team is responsible for hosting the events Energy UK do to gather and share information

Department for BEIS News

Happy birthday #RaceToZero! 🎈

In 12 months over 4,500 non-state actors, together representing nearly 10% of global emissions and almost 10% of the world’s population, have joined the race to halve emissions by 2030.

Will you join them? 👇

#COP26 | #TogetherForOurPlanet

We’re aware of criminals targeting tax credit customers by phone, saying that they owe money to HMRC - and referring them to a genuine tax credits helpline. HMRC will never ‘demand’ payment or threaten you. Do not respond.
ℹ️ For how to spot scams visit:

From 21 June, there will be no cap on the number of people who can attend wedding and civil partnership ceremonies and receptions.

Check the guidance for hosting weddings and civil partnerships at your venue to keep staff and attendees safe:

Today is #globalwindday💨

The UK is the world’s biggest offshore wind market.

We're partnering with @ORECatapult to help bring our world-leading expertise to new markets by connecting UK exporters with global opportunities.



Today is #GlobalWindDay!

Did you know that one gigawatt of onshore #wind capacity is enough to provide electricity for 650,000 homes?

Find out more about #windturbine power and the path to #netzero here:

@globalwindday #CleanEnergy #Renewables

On 4 May, wind turbines generated 48.5% of UK electricity.

By 2030, we will power EVERY home with offshore wind.

#GlobalWindDay #TogetherForOurPlanet

Our thriving life sciences sector supports productivity, boosts health resilience and provides high-skilled jobs across the UK 🧬 🇬🇧

At today’s Life Sciences Roundtable, we discussed how best to unlock investment, attract talent + strengthen the UK’s competitive advantage👇🏾

Scams can affect anyone, so it’s important to know how to spot one.

🔎 Check how #ScamAware you are on our new quiz

1/ At #Budget2021 we went long extending our support well beyond the end of the roadmap.

Following the PM's announcement last night, below is a reminder of all the support still in place.

You can search for support here:

JUBEL are raising the bar on #ClimateAction by:

🍺 switching packaging
🚚 creating an efficient supply chain
🌳 offsetting emissions they can’t reduce

Get advice & commit to reducing your business's emissions.

#BeerDayBritain #TogetherForOurPlanet

When we published the Roadmap to ease restrictions in England, our aim was for it to be cautious - but irreversible

While it’s a difficult decision to pause Step 4 today, it’s a sensible one to ensure we have time to fully vaccinate two thirds of the adult population by 19 July

WATCH LIVE: COVID-19 press conference (14 June 2021)


⚫ @BorisJohnson, Prime Minister
⚫ Prof Chris Whitty, @CMO_England
⚫ Sir Patrick Vallance, @UKScienceChief

During #ScamAwarenessFortnight I want to remind people that absolutely anyone can be the victim of a scam. Scammers don’t care who they’re scamming, as long as they get what they want 1/5

The UK's expertise and position at the cutting edge of new technology - powered on by private enterprise, competition and the free market - will play a huge part in how we end our contribution to climate change

My piece in @Daily_Express 👇🏿

Buying fertility treatment is a significant decision both emotionally and financially. To help you navigate this journey we’ve created a guide to your main consumer rights:

It's the first day of Scam Awareness Fortnight!

🔎 Find out how you can get involved and help people be #ScamAware

Can you spot a scam? 🔎

@CitizensAdvice have seen a rise in scammers targeting people with finance-related schemes.

Before investing always check @TheFCA Warning List to avoid scams and stay #ScamAware

The #G7 have today committed to strengthening international collaboration on scientific research as nations work together to #BuildBackBetter from the pandemic🤝💚

Read the details of the pledge ⬇️

#G7Summit #ScienceSuperpower

G7 leaders have agreed on a shared vision to #BuildBackBetter for:

📈 economic recovery and jobs
🤝 free and fair trade
💉 protection of global health
🌳 climate and environment
👩 gender equality
🌍 global responsibility and international action


Space underpins services we rely on every day, making its safe and sustainable use vital. 🛰️

At the @G7 Leaders' Summit in Cornwall today, delegates pledged to take action to tackle the growing hazard of space debris. 🌍

#G7UK | 👉

"The decisions we make this decade are the most important in human history."

Sir David Attenborough addresses G7 leaders, urging them to take action against #ClimateChange.

#G7UK #BuildBackGreener #TogetherForOurPlanet 🌏

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Ofgem News and Updates

Join us on 6 July to explore how the rollout of #EVs is being supported globally 🌍, part of our #GreenFairFuture programme of events in the run up to November’s COP26 climate change talks in Glasgow.

Book your place now ⬇️

🆕From 21-25 June we will be switching to a new website.

During this time, we will reduce our publishing activity. Normal publishing activities will resume from 28 June.

Reduced activity details👉
Learn more about our new website👉

🆕 We're launching a new look Ofgem website. We know from speaking to you that you want to find information as quickly as possible.

Find out how we've worked to address this & some of the other key changes coming next week⤵️



🔥⚡ Not happy with the #energy service you are getting?

How to complain and get help if you need it:


Is your #energy account in credit? You can ask your supplier to refund you at any time:

📞 Contact your supplier
💻 Or log into your online account if you have paperless billing
📝 You may be asked for a current meter reading

Learn more 👉


Save the date ... 📅

🚗⚡ Road to Electric Transport Conference. Learn how the #EV rollout is being supported across the 🌍.

📺 Tuesday 6 July 2021, live broadcast
⏰ 12:00 - 17:00 BST
👉 Full details and to register now:

#GreenFairFuture #NetZero

Need extra help managing your energy? You might be eligible for the Priority Services Register 📘

Learn more 👉


🚗 Around a fifth of global CO2 emissions comes direct from transport fuel combustion.

⚡ Electrified transport is key to changing this statistic. Join us 6 July where we'll be exploring how the #EV rollout is being supported across the globe ⤵️


Today’s second panel on decarbonising heat in homes has just started.

We’re speaking to , @theCCCuk,@NatInfraCom, @UK100_& @ofgem about the challenges of the transition to low carbon heating.

📺 Watch live:…

🆕Ofgem has appointed Neil Lawrence as retail director

Learn more👉


🏠If you’re worried about your #EnergyBills our guides can help:
✅ Switch for a better deal:
✅ Check if you qualify for extra help:
✅ Contact your supplier if you’re struggling to pay:

The Credit Summit, run in partnership with Equifax, is just a week away! Join Meghna Tewari, Head of Retail Market Policy at Ofgem and Zowie Less-Howell, Sales Director, Utilities & Telco at Equifax UK for the latest Ofgem updates. Full Agenda:

🔥⚡ Not happy with the #energy service you are getting?

How to complain and get help if you need it:


💷💷💷 Are you owed credit on your energy bill?

Learn how account balances work and how to get a refund if you think your current or previous supplier owes you money 👉

#Energy #EnergyBills

💬 Climate change is a systemic challenge and demands systems-based solutions

Last week @CambridgeCDBB's Mark Enzer joined our panel discussion on data and digitalisation for #netzero in energy and its cross-sector opportunities.

👉 Watch in full here:

Proud to have helped unlock funding that's now enabling the UK's largest electric vehicle charging hub⚡️🚗

Find out how we're playing a key role to help prepare 🇬🇧 Britain for a cleaner, greener energy future and tackle #ClimateChange👉

BBC Scotland News@BBCScotlandNews

First Bus will install 160 charging points and replace half its fleet with electric buses at its Caledonia depot in Glasgow.

🔥⚡ Questions about your energy but not sure who your #energy supplier is or the tariff you are on? This guide can help:


Are you a Domestic Renewable Heat Incentive participant?

The second of our online events to refresh you on your ongoing obligations takes place on 11 June.

Register and book your place:
#RenewableEnergy #RHI #Renewables

The team at @ElectricityNW are supporting a #greenrecovery, by helping to increase capacity on their network for planned housing, economic development, transport and community investments at St Cuthberts.

Find out how our investment will help decarbonise the garden village 🏡⚡️

Switching to lower carbon living means thinking beyond consumer or technology challenges.

On 24 May we met virtually to open dialogue with the 🌍 global energy regulatory community on challenges and solutions for #netzero.

👉 Watch the full recording:

🏠If you’re worried about your #EnergyBills our guides can help:
✅ Switch for a better deal:
✅ Check if you qualify for extra help:
✅ Contact your supplier if you’re struggling to pay:

What is the best way to follow what is going on at #SB2021?

See our selection of key social media accounts, also in Spanish, French and Russian:

Info on webcasts and daily bulletins:

🔥⚡ Not happy with the #energy service you are getting?

How to complain and get help if you need it:


.@ofgem's Charlotte Ramsay - Director, Energy Systems Management and Security - tells #SRONSHORE21 audience: "There is a perception Ofgem has not been listening. But there is now a commitment to make #netzero a priority"

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