Green Supplier Ltd: Advice for consumers and update on complaints

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

Dear Consumer,

We hope you’re well.

As you may be aware, Green Supplier ceased trading on 22/09/2021.

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.

Green Supplier and Shell Energy

Shell Energy has been appointed as your new supplier by energy regulator Ofgem. As a customer of Green Supplier you’re advised to:

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

Shell Energy will be in contact in the coming days. Please be assured that any outstanding credit balances, including money owed will be honoured. If, once you’ve transferred from Green Supplier to Shell Energy, you decide to switch, you won’t be charged exit fees.

If you have any queries or concerns about the way Shell Energy has taken over your energy supply, you should contact them in the first instance. You might find this page on the Shell Energy website helpful: Welcome Green customers (shellenergy.co.uk).

Although Shell Energy is not responsible for any complaints you had about Green Supplier, you do have the right to complain to Shell Energy if you’re unhappy with any element of the service they offer as your new supplier. If any new complaint to Shell Energy 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 Green Supplier.

Information from Shell Energy and Ofgem;

• Read more on the Shell Energy: Welcome Green customers (shellenergy.co.uk)
• Read more on the Ofgem website: Ofgem appoints Shell Energy to take on customers of Green Supplier Limited | Ofgem

Kind regards,
The Energy Ombudsman