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.

Solarplicity and TOTO Energy: Update for customers

Ombudsman Services | Jul 24, 2019

On Monday 29 July 2019 it was announced that TOTO Energy would be taking on the majority of Solarplicity’s customers in the coming days.

If you are a Solarplicity customer but have not been notified of the changes, you can read about them on the Solarplicity website:

Solarplicity Partnership Agreement

At the Energy Ombudsman we are actively seeking clarity and confirmation on what the changes mean for both new and existing complaints about Solarplicity.

In the meantime, we have temporarily put on hold all existing Solarplicity complaints until we have the clarity we need.

This is to ensure that we can give affected customers the right information at the right time.

We can still accept new complaints about Solarplicity that fall within our remit, but please bear in mind that due to the changes announced on Monday such complaints may also need to be put on hold until we know more.

Thank you for your patience in this matter.

The Energy Ombudsman