If your energy supplier has ceased trading, we’ll provide an update on your case as soon as Ofgem nominate a 'Supplier of Last Resort' to take over as your new supplier. Until that time we appreciate your patience and recommend you take a meter reading.

More information on our SoLR process is available here.

Igloo, ENSTROGA & Symbio 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 Igloo, ENSTROGA or Symbio Energy open with us at the time the company ceased trading on 29th September 2021.

Ombudsman Services | Oct 29, 2021

Dear Consumer,

We hope you’re well.

We’re sorry that it’s taken some time to write to you.

We’ve been busy working with the supplier to help them in the transition. E.ON Next is currently working to migrate your supply and will be in contact when your account has fully switched over.

As your supplier ceased trading on 29th September 2021 this means that they won’t be able to carry out any resolution we may have required in response to your dispute. As we’re unable to take further action we unfortunately have to close your case.

We appreciate that this will be frustrating and we’re sorry that we’re unable to continue providing support in resolving your dispute.

Igloo, ENSTROGA, Symbio Energy and E.ON Next

E.ON Next has been appointed as your new supplier by energy regulator Ofgem, they advise you to:

  • record a meter reading and
  • not switch suppliers before the transfer is completed.

Please be assured that any outstanding credit balances, including money owed will be honoured. If, once you’ve transferred to E.ON Next, you decide to switch, you won’t be charged exit fees.

If you have any queries or concerns about the way E.ON Next has taken over your energy supply, you should contact them in the first instance. You might find this page on the E.ON Next website helpful:

Although E.ON Next is not responsible for any complaints you had about Igloo, ENSTROGA or Symbio Energy, you do have the right to complain to E.ON Next if you’re unhappy with any element of the service they offer as your new supplier. If any new complaint to E.ON Next 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 ENSTROGA.

Kind regards,
The Energy Ombudsman