CNG: Advice for consumers and update on complaints

A copy of an email/letter that we have sent to consumers who had a complaint about CNG open with us at the time the company ceased trading on 3rd November 2021.

Dear Consumer,

We hope you’re well.

We’re sorry that it’s taken some time to write to you. If you were still a CNG customer when they ceased trading on 3rd November 2021, Pozitive Energy will be in contact soon.

As your supplier ceased trading, this means that they won’t be able to carry out any resolution we may have required in response to your dispute. As we’re unable to take further action we unfortunately have to close your case.

We appreciate that this will be frustrating and we’re sorry that we’re unable to continue providing support in resolving your dispute. CNG and Pozitive Energy Pozitive 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.

If, once you’ve transferred to Pozitive Energy, you decide to switch, you won’t be charged exit fees.

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

Further Information: Knowledge Centre | Pozitive Energy

Although Pozitive Energy is not responsible for any complaints you had about CNG, those transferring to Pozitive Energy’s service do have the right to contact them and discuss any unresolved issue they might have (i.e. meter issue, etc…) or complain to them if they’re unhappy with any element of the service they offer. If any new complaint to Pozitive Energy is unresolved after eight weeks it can be escalated to us.

Once again, we apologise that we are unable to take any further action on your complaint about CNG.

Kind regards,
The Energy Ombudsman