Orbit 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 Orbit Energy open with us at the time the company ceased trading on 1st December 2021.

Dear Consumer,

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

Scottish Power has been migrating Orbit Energy’s customers to their service since 1 December 2021. If you were still an Orbit Energy customer when they ceased trading on 25th November 2021, Scottish Power will be in contact soon.

As Orbit Energy 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.

Orbit Energy and Scottish Power

Scottish Power has been appointed by energy regulator Ofgem as the new supplier to Orbit Energy customers, who they advise to:

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

Domestic customers of Orbit Energy can be assured that any outstanding credit balances, including money owed will be honoured. They can also switch away from Scottish Power without being charged exit fees once transferred to their service. If you are transferred to Scottish Power’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 Orbit Energy Customers being transferred to Scottish Power’s service

• Orbit Energy and Entice Energy customers move to ScottishPower - ScottishPower
• Ofgem appoints Scottish Power to take on customers of Entice Energy and Orbit Energy | Ofgem

Although Scottish Power isn’t responsible for any complaints you had about Orbit Energy, those transferring to Scottish Power’s service do have the right to contact them to discuss any unresolved issue they might have (i.e. meter issue, etc) or to complain if they’re unhappy with any aspect of the service Scottish Power provides. If any new complaint to Scottish Power is unresolved after eight weeks it can be escalated to us.

Once again, we apologise that we’re unable to take any further action on your complaint about Orbit Energy.

Kind regards,
The Energy Ombudsman