Together 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 Together Energy open with us at the time the company ceased trading on 18th January 2022.

Dear Consumer,

We hope you’re well. We’re writing to you about the case we have on our system between yourself and Together Energy.

British Gas has been migrating Together Energy’s customers to their service since 23 January 2022. If you were still a Together Energy customer when they ceased trading on 18 January 2022, British Gas will be in contact soon.

As Together Energy has ceased trading, 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.

Together Energy and British Gas

British Gas has been appointed by energy regulator Ofgem as the new supplier to Together Energy customers, who they advise to:

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

Domestic customers of Together Energy can be assured that any outstanding credit balances, including money owed will be honoured. They can also switch away from British Gas without being charged exit fees once transferred to their service. If you are transferred to British Gas’ service through this process and have any queries or concerns about the way they’ve taken over your energy supply, you should contact them in the first instance.

Further Information for Together Energy Customers being transferred to British Gas’ service:

Information from Ofgem

Information from British Gas

• Credit customers can call on 0333 202 9571
• Pay As You Go customers can call on 0333 202 9845

But please bear in mind that a lot of people are being affected right now, so the lines are very busy.

Although British Gas isn’t responsible for any complaints you had about Together Energy, those transferring to British Gas’ service do have the right to contact them to discuss any unresolved issue they might have (i.e. meter issue, etc) or to complain if they’re unhappy with any aspect of the service British Gas provides. If any new complaint to British Gas is unresolved after eight weeks it can be escalated to us.

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

Kind regards,
The Energy Ombudsman