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 update [Aug 09, 2019]

Ombudsman Services | Aug 09, 2019

Ombudsman Services has today (Friday August 9) been informed that Solarplicity customers (this could be some, few or all customers) may have had a payment or even a double payment taken.

This could also apply to customers who were recently with Solarplicity and have now been transferred to TOTO Energy.

This payment has been taken by Solarplicity and not any new supplier.

Our advice to affected consumers is to refer to the contact centre, website and / or social media channels of Solarplicity and / or TOTO Energy (if it has been communicated that you are now with TOTO Energy).

If you have been affected by this issue, please note that – in line with our normal procedures – Ombudsman Services will only be able to look at any complaint once eight weeks has elapsed since your complaint to your provider, or once you receive a deadlock letter.