What happens if your energy supplier goes bust

No.

We’ll move you to a new supplier. Your energy supply won’t be disrupted. In fact, you won’t notice any change, other than a new supplier being appointed for you. 

Our advice is to take a meter reading. Don’t do anything until we have appointed a new supplier and they have been in touch with you.

Ofgem will choose your new supplier, following a competitive process designed to get the best deal for you. 

We’ll make a decision on a new supplier as soon as possible. We’ll announce these details on our website and social media.

We’ll ask suppliers to bid to take on customers. That way we can try and get the best possible deal for you in the circumstances.

After we’ve chosen them, you will be moved onto a new contract. It should only take us a few days to appoint a new supplier.

Our advice is to sit tight, don’t switch and wait until the new supplier contacts you during this time. This will make sure the process is as hassle-free as possible, including returning any credit balance you may have.

Once the new supplier contacts you, ask them to put you on their cheapest tariff or shop around and switch if you want to. You won’t be charged exit fees.

You’ll be transferred to a new supplier when we appoint them. Your energy supply won’t be disrupted.

We will try to find a supplier that can give you the best deal in the circumstances. If the new supplier we choose can’t operate your smart meter in smart mode - it will continue to work, but as a ‘traditional’ meter.

That means the new supplier will operate it as a traditional meter. They’ll take meter readings manually. 

It’s likely your meter can work in smart mode again in the future. For example, if you choose to shop around for another tariff or supplier, or when all meters are enrolled on the national smart meter communication service. 

Yes.

Your old tariff will end.

Instead, your new supplier will put you on a special ‘deemed’ contract. This means a contract you haven’t chosen. This contract will last for as long as you want it to. 

Your new supplier will put you on a special ‘deemed’ contract. This means a contract you haven’t chosen.

Deemed contracts can be more expensive so your bills could go up. But Ofgem will try to get the best possible deal for you if you’re in this situation.

Deemed contracts can cost more because the supplier takes on more risk. For example, they might have to buy extra wholesale energy at short notice for new customers. So they charge more to make up for it.

Sit tight and wait to be contacted to protect any credit balance you may have. When contacted, ask to be put on the cheapest tariff or shop around and switch if you want to. You won’t be charged exit fees.

Your new supplier will put you on a special ‘deemed’ contract. This means a contract you haven’t chosen. It can last for as long as you want it to.

Your new supplier will tell you what the new deemed rate will be. It will take effect when they take over your supply. We aim to make a decision on the new supplier as soon as possible. When choosing a new supplier, we try to get the best possible deal for you.  

Once your new supplier has been in touch, ask them to put you on their cheapest deal. Then shop around and switch if you want to. You won’t be charged exit fees. 

No.

Our advice is not to switch but wait until the new supplier contacts you. They can then tell you what to do about any credit balances you might have had with your old supplier.

Ask the new supplier to put you on their cheapest tariff or shop around and switch if you want to. You won’t be charged exit fees.

You don’t need to worry. If it’s already in progress, you will continue to be moved to the new supplier you have chosen. You should not need to do anything.

Once the switch is complete your direct debit with your old supplier should be cancelled. You could also be owed money if your account had built up credit with the old supplier.

If the direct debit hasn’t cancelled you may need to close it off through your bank. 

We'll look to appoint a supplier who will pay back money owed to you that's outstanding from a closed account. 

Your new supplier will pay back the outstanding credit you may have.

Once we have appointed a new supplier, they will contact you to explain how this will work. Costs for the energy you have used but have not had a bill for will be deducted from your account balance.

Our advice is to take a meter reading and a note of your account balance if you know it. Then wait to be contacted. 

This depends on what your new supplier agrees with your old supplier’s administrators.

You will need to pay back the debt to your new supplier if they arrange to take on customer debts from your old supplier. 

You will not need to pay back the debt to your new supplier if they don’t make this arrangement. However, you may have to continue to pay it back to your old supplier or their administrator.

The new supplier will explain how things will work after we have appointed them.

We’ll look to appoint a new supplier who will pay back money that's outstanding on closed accounts. 

Costs for the energy you have used but have not yet had a bill for will be deducted from your account balance. 

Ofgem’s safety net protects all customers' energy supplies, and all customers will be transferred to a new supplier. 

Business customers' credit balances are not protected under the safety net. Business customers should contact the company’s administrator to ask them what to do about their credit balances.

You can find further advice in our business consumers guide. 

Your new supplier will soon contact you to explain how they will take on your account. This will include any direct debits. They will also tell you what will happen to credit balances with the old supplier.

You can cancel your direct debit before the new supplier contacts you if you want to. You will be able to set up a new direct debit with the new supplier.

You don't need to worry if you’ve already cancelled your direct debit. Wait until your new supplier has got in touch. They will help you set up a new account.

They will also tell you what will happen to any credit balances with the old supplier.

The new supplier is not required to take on any unresolved complaints relating to your old supplier.

However, if you believe your complaint is still ongoing, once the new supplier contacts you please discuss with them how the issue can be resolved.

If your complaint was open with the Ombudsman, they will be in contact with you in due course to discuss next steps.

Your supplier or their appointed administrator will contact you at your old home address. You may want to consider redirecting your post if this affects you. 

You can find out who your gas or electricity supplier is from a recent energy bill.

If you don't have this, see Finding your energy supplier or network operator.

In England and Wales, Citizens Advice can offer further advice if you need it.

• Call 0808 223 1133 or use their online webchat.
• For textphone, dial 18001 followed by the helpline number.

In Scotland, Advice Direct Scotland can help.

• Visit the energyadvice.scot website
• Call 0808 196 8660 or use their online webchat
• Email energyadvice.scot