Decision to close the investigation into Extra Energy Supply Ltd and its compliance with its obligations under the gas and electricity supply licences (SLC 7B, 14, 21B, 25C, 27, 31A) and with the Consumer Complaints Handling Standards Regulations 2008

Publication date
5th December 2018
Information type
Policy area

Extra Energy Supply Limited ("Extra") ceased trading on 21 November 2018 and its licences to supply gas and electricity were revoked as of 25 November 2018.

As a result, the Investigation into Extra and its compliance with its obligations under its gas and electricity supply licences, SLC 7B, 14, 21B, 25C, 27, 31A and with the Consumer Complaints Handling Standards Regulations 2008, has closed.

We were investigating whether Extra breached numerous licence conditions and Consumer Complaints Handling Standards relating to treating customers fairly, frequency of billing, timely provision of final bills, provision of annual statements, return of credit balances, handling meter readings appropriately, transfer blocking, and complaints and call handling.

Extra’s customers have been transferred to Scottish Power under the Supplier of Last Resort (SoLR) process. If you would like any further information regarding the SoLR process and how this is being managed please see: Extra Energy customers: Your questions on new supplier Scottish Power.