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.

PfP 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 PfP Energy open with us at the time the company ceased trading on 07 September 2021.

Ombudsman Services | Sep 14, 2021

Dear Consumer,

We hope you’re well.

As you may be aware, PfP Energy ceased trading on Tuesday 7th September.

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.

PfP Energy and British Gas

British Gas has been appointed as your new supplier by energy regulator Ofgem. As a customer of PfP Energy you’re advised to:

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

British Gas will be in contact in the coming days. Please be assured that any outstanding credit balances, including money owed will be honoured. If, once you’ve transferred from PfP Energy to British Gas, you decide to switch, you won’t be charged exit fees.

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

Although British Gas is not responsible for any complaints you had about PfP Energy, you do have the right to complain to British Gas if you’re unhappy with any element of the service they offer as your new supplier. If any new complaint to British Gas 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 PfP Energy.

Information from British Gas and Ofgem

Kind regards
The Energy Ombudsman