Pure Planet, Colorado, GOTO & Daligas: Advice for consumers and update on complaints

A copy of an email/letter that we have sent to consumers who had a complaint about Pure Planet, Colorado Energy, GOTO Energy or Daligas Ltd open with us at the time the companies ceased trading between the 13th-18th October 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 the supplier to help them in the transition. Shell Energy is currently working to migrate your supply and will be in contact when your account has fully switched over.

As your supplier ceased trading between the 13th-18th October 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.

Shell 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.

Please be assured that any outstanding credit balances, including money owed will be honoured. If, once you’ve transferred 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 using the following contact information:

Telephone queries

• Customer Service: 0330 094 5804
  Open from 8am to 6:30pm weekdays and 9am to 4pm on Saturdays
• Prepayment queries: 0330 094 9180
  Open from 8am to 8pm weekdays and 9am to 4pm on Saturdays

Email queries

• pureplanet@shellenergy.co.uk
• daligas@shellenergy.co.uk
• coloradoenergy@shellenergy.co.uk
• gotoenergy@shellenergy.co.uk
• or prepayment@shellenergy.co.uk for PrePayment Meter queries

Although Shell Energy is not responsible for any complaints you had about your previous 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 your previous supplier.

Kind regards,
The Energy Ombudsman

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