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.

Simplicity 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 Simplicity Energy open with us at the time the company ceased trading on 27 January 2021.

Ombudsman Services | Feb 12, 2021

Update on your complaint about Simplicity Energy

Dear consumer,

We hope you are safe and well.

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

Simplicity 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 Simplicity 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.

Simplicity Energy and British Gas Evolve

British Gas Evolve has been appointed as your new supplier by energy regulator Ofgem.

If you have any queries or concerns about the way British Gas Evolve has taken over your energy supply, you should contact them in the first instance. You might find this page on the British Gas Evolve website helpful: https://www.britishgasevolve.co.uk/simplicity-energy-faqs

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

If any new complaint to British Gas Evolve 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 Simplicity Energy.

Information from British Gas Evolve and Ofgem

Kind regards and stay safe,
The Energy Ombudsman