Neon Reef: Advice for consumers and update on complaints

A copy of an email/letter that we have sent to consumers who had a complaint about Zebra Power open with us at the time the company ceased trading on 16th November 2021.

Dear Consumer,

We hope you’re well. We’re writing to you about the case we have on our system between yourself and Neon Reef. We’re sorry that it’s taken some time to write to you.

British Gas is currently working to migrate Neon Reef’s customers to their service. If you were still a Neon Reef customer when they ceased trading on 16th November 2021, British Gas will be in contact soon.

As Neon Reef has ceased trading, 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.

Neon Reef and British Gas

British Gas has been appointed by energy regulator Ofgem as the new supplier to Neon Reef customers, who they advise to:

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

Domestic customers of Neon Reef can be assured that any outstanding credit balances, including money owed will be honoured. They can also switch away from British Gas without being charged exit fees once transferred to their service. If you are transferred to British Gas’s service through this process and have any queries or concerns about the way they’ve taken over your energy supply, you should contact them in the first instance.

Further Information for Neon Reef Customers being transferred to British Gas’s service

Customer Service: 0333 202 9635 – Direct Debit and quarterly payments

Further Information: Neon Reef - British Gas

Although British Gas is not responsible for any complaints you had about Neon Reef, those transferring to British Gas’s service do have the right to contact British Gas and discuss any unresolved issue they might have (i.e.. meter issue, etc…) or complain to them if they’re unhappy with any element of the service they offer. If any new complaint to British Gas is unresolved after eight weeks it can be escalated to us.

Once again, we apologise that we are unable to take any further action on your complaint about Neon Reef.

Kind regards,
The Energy Ombudsman