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.

Tonik Energy: advice for customers and update on complaints

A copy of an email/letter that we have sent to customers who had a complaint about Tonik Energy open with us at the time the company ceased trading on 6 October 2020.

Ombudsman Services | Last updated Oct 15, 2020

Your complaint about Tonik Energy

Dear customer,

As you may be aware, Tonik Energy ceased trading on 6 October 2020. As the company is no longer trading, it will not be in a position to carry out any action we may have required. For this reason, we have unfortunately 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 action from Tonik 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.

Tonik Energy and ScottishPower

When an energy supplier ceases trading, a new supplier is appointed by energy regulator Ofgem to take on its customers to ensure they are able to continue to use gas and electricity.

ScottishPower has been appointed by Ofgem as your new energy supplier. ScottishPower will take responsibility for your energy supply from 10 October and has reassured customers that their energy supply will continue without interruption.

ScottishPower should be in touch with you shortly. It will ask you for information so your account can be set up, including contact and payment details. You can visit its website for further information.

If your account with Tonik Energy was in credit, the balance will be transferred to your new ScottishPower account. ScottishPower is working with the administrators to finalise accounts. It may take a little time for it get the information needed to transfer the balance.

If you have any queries or concerns about the way ScottishPower has taken over your energy supply, you should contact them in the first instance.

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

Information from ScottishPower and Ofgem

Kind regards, The Energy Ombudsman