We have appointed Ovo Energy to take on Spark Energy’s customers after they ceased being a supplier. This appointment will take effect on Wednesday 28 November. This follows a competitive process we’ve run to get the best deal possible for Spark Energy customers.
This guide will answer some of your questions on what happens now.
Your supply
Ofgem has appointed Ovo Energy to take on Spark Energy Supply Ltd’s customers. Separately, Ovo Energy has acquired Spark Energy’s operating company Spark Energy Ltd and retained the Spark Energy brand.
Energy will be supplied under Ovo Energy’s supply licence.
As Ovo Energy has acquired the Spark brand and operating company, customers will continue to be billed by Spark and be contacted by Spark’s customer service staff.
If you haven't heard from them within a few days, please get in contact using the details below.
Your contract
You will stay on the same tariff.
You can shop around or ask them to put you on a different tariff. You won’t be charged any exit fees.
Our advice is not to switch immediately. We recommend that you wait until your account has been fully set up with Ovo Energy, under the Spark brand, before switching supplier, otherwise the switch may not proceed or could take longer to complete.
Once you have been contacted by Ovo Energy you can then shop around or ask them to put you on a different tariff. You won’t be charged any exit fees. Waiting for them to contact you will be the smoothest way to have any credit balances you had with Spark Energy honoured by Ovo Energy.
Ovo Energy will honour outstanding credit balances for both current and past customers of Spark Energy who are still owed money.
Ovo Energy, under the Spark brand, will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account.
Current and former customers who owe money, or are in debit to Spark Energy should wait to hear from Spark Energy’s administrators or Ovo Energy, under the Spark brand, who will talk to them about repayment arrangements.
Spark Energy’s administrators or Ovo Energy, under the Spark brand, will be in contact with you to discuss repayment arrangements if you were paying debt back to Spark Energy and have since switched.
Ovo Energy will honour outstanding credit balances for both current and past customers of Spark Energy who are still owed money.
Ovo Energy will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on credit on your account. The review process may take a few weeks as Ovo Energy, under the Spark brand, needs to get and review your records. When calculating your credit balance, Ovo will deduct any unbilled charges for your supply by Spark Energy. These are calculated by Spark Energy’s administrators.
No. Ovo Energy will not pay this compensation. You should contact Spark Energy’s administrators in this situation. We will publish their contact details in ‘Further help and advice’ below when they are appointed.
If you think your complaint is still ongoing, then once Ovo Energy, under the Spark brand, contact you, please discuss with them how the issue can be resolved.
Payments through direct debit
No. We advise that you don’t cancel your direct debit before Ovo Energy, under the Spark brand, contacts you. They will be in contact with you soon to advise you on this.
You don't need to worry if you’ve already cancelled your direct debit. Ovo Energy, under the Spark brand, will be in touch with you. They will help you set up a new account and will be able to tell you what will happen with any credit balance you may have with Spark Energy.
Complaints and contacts
Ovo Energy will not take on any unresolved complaints relating to Spark Energy.
However, if you believe your complaint is still ongoing, then once Ovo Energy, under the Spark branding, contacts you please discuss with them how the issue can be resolved.
Enquiries
Ovo Energy, under the Spark Energy brand, will contact Spark Energy customers with more information. If your question isn't answered here, you should contact the Spark customer contact team.
Spark Energy customer helpline:
Telephone: 0345 034 7474
Spark Energy administrators
KPMG has been appointed as the administrator for Spark Energy. They can be contacted at: ukfmses@kpmg.co.uk.
Further help and advice
If your question isn’t answered here and you have concerns about your energy supply, problems or complaints, you should contact the Citizens Advice consumer helpline in the first instance for guidance and support.
