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 collapse: advice for customers and update on complaints (UPDATED)

Ombudsman Services | Last updated Oct 30, 2019

Below is a copy of a communication that we sent between Wednesday 30 October 2019 and Friday 1 November 2019 to customers who had a complaint about Solarplicity open with us at the time of the company's collapse in August 2019.

Your complaint about Solarplicity

Dear customer,

We are contacting you to let you know that, unfortunately, we can take no further action on your complaint about Solarplicity and have had to close your case.

The closure of your case applies whether your case was awaiting investigation, being investigated or we had reached a decision and you were awaiting action to put things right.

The closure of your case also applies whether you:

  • were transferred to Toto Energy prior to Solarplicity’s collapse;
  • were transferred to EDF Energy following Solarplicity’s collapse; or
  • are now with a different energy supplier altogether.

We’re sorry that we are unable to continue handling your complaint about Solarplicity.

We appreciate that, if you were transferred to Toto Energy before Solarplicity collapsed, only for Toto Energy to cease trading last week, this will have been a particularly confusing and frustrating experience.

Information for customers

When an energy supplier ceases trading a new supplier is appointed by Ofgem to take on the failed supplier’s customers, ensuring they receive a continuous supply.

EDF Energy was appointed in August to take on Solarplicity’s customers, and was also appointed on Saturday (26 October) to take on Toto Energy’s customers.

EDF Energy has an obligation to set up accounts for its new customers and bill accurately. In addition to its standard obligations, EDF Energy has made a commitment to honour any outstanding final credit balances.

EDF Energy can’t be held responsible for any other complaints about your previous supplier.

If you need to complain to EDF Energy about your new account and don't accept its final offer or you've waited at least eight weeks after complaining, you can escalate the matter to us as a new complaint.

Please note, however, that EDF Energy will need to rely on administrators to provide it with final account information. This might mean a delay in credit balance refunds being issued.

If you are due a credit balance refund, EDF Energy has said it will contact you soon to let you know when and how the refund will take place.

Kind regards,

Ombudsman Services: Energy