We can help with a range of problems related to the price of energy, however unless you think your supplier is charging more than is allowed under Ofgem’s price cap, we won’t be able to consider complaints about the actual price of energy.

For more information about the support that is available if you are struggling to pay your energy bills, we recommend visiting the Citizens Advice website or talking directly to your supplier.

Green Network Energy: advice for consumers and update on complaints

A copy of an email/letter that we have sent to consumers who had a complaint about Green Network Energy open with us when the company ceased trading on 27 January 2021.

Ombudsman Services | Feb 12, 2021

Update on your complaint about Green Network Energy

Dear consumer,

We hope you are safe and well.

We are contacting you with an update on your complaint about Green Network Energy.

Green Network Energy ceased trading on Wednesday 27 January. For this reason, we have unfortunately had to close your complaint.

This applies whether your complaint was awaiting investigation, being investigated or we had reached a decision and you were awaiting action from Green Network Energy to put things right.

We appreciate that this will be frustrating and we’re sorry that we are unable to continue handling your complaint.

Green Network Energy and EDF

EDF has been appointed as your new supplier by energy regulator Ofgem.

If you have any queries or concerns about the way EDF has taken over your energy supply, you should contact them in the first instance. You might find this page on the EDF website helpful: https://www.edfenergy.com/content/welcoming-green-network-energy-customers

Although EDF is not responsible for any complaints you had about Green Network Energy, you will of course have the right to complain to EDF if you are unhappy with any element of the service they offer as your new supplier.

If any new complaint to EDF is unresolved after eight weeks you can escalate it to us.

Once again, we apologise that we are unable to take any further action on your complaint about Green Network Energy.

Information from EDF and Ofgem

Kind regards and stay safe,
The Energy Ombudsman