Avro Energy: Advice for consumers and update on complaints

A copy of an email/letter that we have sent to consumers who had a complaint about Avro Energy open with us at the time the company ceased trading on 22 September 2021.

Dear Consumer,

We hope you’re well.

We’re sorry that it’s taken some time to write to you. We’ve been busy working with Avro and Octopus Energy to help them in the transition. This has included reviewing all of the open Avro customer cases with Octopus to enable them to decide how best to move forwards. Octopus Energy has requested some high level details of your complaint and will be in contact with you once your account has been fully switched.

We understand that this will be a frustrating time for you and we’re sorry that we have to close your complaint on our system as we’re unable to continue providing support in resolving your dispute. Octopus will be in contact with you about your complaint in the coming weeks. They are reaching out to a large number of customers on this basis, so appreciate your patience.

Avro Energy and Octopus Energy

Octopus Energy has been appointed as your new supplier by energy regulator Ofgem, they advise you to:

• record a meter reading and
• not switch suppliers before the transfer is completed.

Octopus Energy has sent some communications to you already to explain their appointment as your new supplier. Please be assured that any outstanding credit balances, including money owed will be honoured. If, once you’ve transferred from Avro Energy to Octopus Energy, you decide to switch, you won’t be charged exit fees.

If you have any queries or concerns about the way Octopus Energy has taken over your energy supply, you should contact them in the first instance. You might find this page on the Octopus Energy website helpful: Official Avro Octopus information page - updated daily | Octopus Energy.

Although Octopus Energy is not responsible for any complaints you had about Avro Energy, you do have the right to complain to Octopus Energy if you’re unhappy with any element of the service they offer as your new supplier. If any new complaint to Octopus Energy is unresolved after eight weeks you can escalate it to us.

Once again, we apologise that we’re unable to take any further action on your complaint about Avro Energy.

Information from Octopus Energy and Ofgem

• Read more on the Octopus Energy website: Official Avro Octopus information page updated daily | Octopus Energy
• Read more on the Ofgem website: Ofgem appoints Octopus Energy to take on customers of Avro Energy | Ofgem

Kind regards, 
The Energy Ombudsman