Ombudsman Services | Last updated Sep 04, 2019
The below update is for customers who had a complaint with us against Solarplicity and did not transfer to TOTO prior to Solarplicity ceasing to trade. If your account moved to TOTO, please ignore this update. You will be contacted soon with more information.
Your complaint about Solarplicity
As you may be aware, Solarplicity ceased trading on 13 August 2019. Unfortunately, this means we can take no further action on your complaint and have had to close your case. This applies whether your case was awaiting investigation, being investigated or we had reached a decision and you were awaiting a remedy.
Ofgem has appointed EDF Energy as a Supplier of Last Resort (SoLR) to ensure Solarplicity customers continue to receive supply. This means EDF has an obligation to set up accounts for its new customers and bill accurately.
In order to do this, it might need to correct any outstanding problems (e.g. fixing broken meters). In addition to its standard obligations, EDF has agreed to honour outstanding final credit balances for both current and former Solarplicity customers.
Please note that EDF will need to rely on Solarplicity’s administrators to provide it with final account information. This might mean a delay in EDF in honouring credit balances.
You will be contacted by an administrator in due course.
You can confirm this to the administrator.
You can raise a complaint with EDF. If you don't accept the company's final offer or you've waited at least eight weeks after complaining, you can escalate the matter to us as a new complaint.
We are unable to take any further action on your complaint against Solarplicity
If EDF does not meet its obligations as the Supplier of Last Resort, you can complain to EDF
If you don't accept EDF’s final offer or you've waited at least eight weeks from complaining, you can start a new complaint with us
We’re sorry that we are unable to continue handling your complaint about Solarplicity.