Effortless Energy Ltd customers: Your questions on new supplier Octopus Energy

Publication date
4th September 2020
Information types
Policy areas

We have appointed Octopus Energy to take on the approximately 2,500 customers of Effortless Energy Ltd (trading as Go Effortless Energy), which is ceasing to trade. 

This appointment will take effect on Saturday 5 September 2020, following a competitive process Ofgem has run to get the best deal for customers. 

This guide will answer some of your questions on what happens now.

Your supply

When will I be switched from Effortless Energy to Octopus Energy?

Effortless Energy customers will be transferred to a new contract with Octopus Energy from Saturday 5 September 2020. Octopus Energy will then contact all customers to explain what happens next.

If you haven't heard from them within a few days, please get in contact using the details below.

Website: https://octopus.energy/go-effortless/

Phone: 0808 164 1088

Email: effortless@octopus.energy

Your contract

Will I be on a different contract with Octopus Energy? Will I pay more?

They have put you on a deemed tariff rate and will now contact all ex-Effortless Energy customers to let them know personalised tariff information. 

You can shop around or ask them to put you on a different tariff. You won’t be charged any exit fees.

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

Switching supplier

I don’t want a contract with Octopus Energy. Can I switch?

Our advice is not to switch immediately, but wait until Octopus Energy has been in touch with you. They will contact you with personalised information about your tariff.

Your account will be fully set up with them in the coming weeks. Octopus Energy will contact you at this point to confirm once this has happened.

If customers wish to change their tariff or switch supplier, they should ask to be switched to another Octopus Energy tariff, or shop around. 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 Effortless Energy honoured by Octopus Energy.

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

Accounts in debt or credit

I’m in credit with Effortless Energy. Will I get my money back?

Octopus Energy will honour customers’ credit balances for both current and past customers of Effortless Energy who are owed money.

Octopus 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 debt or credit on your account. The review process may take a several weeks as Octopus Energy needs to receive and review records from Effortless Energy. When calculating your credit balance, they will deduct any unbilled charges for your supply by Effortless Energy.

I’ve left Effortless Energy but I owe them money. Will I need to pay it back to Octopus Energy?

If you have switched and owed Effortless Energy money, including if you were paying this money back, the administrators or Octopus Energy will be in contact with you to discuss repayment arrangements.

I’ve left Efforltess Energy, but have a credit balance.  Will Octopus Energy pay me this money?

Octopus Energy will honour credit balances for both current and past domestic customers of Effortless Energy who are owed money.

Octopus 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 can take some time. When calculating your credit balance, Octopus Energy will deduct any unbilled charges for your supply by Effortless Energy.

 

Payments through direct debit

Should I cancel my direct debit?

You don’t need to cancel your direct debit, but can if you wish to. Octopus Energy will be in touch with you about whether your existing direct debit will remain in place, or whether they will set up a new direct debit .

I’ve already cancelled my direct debit. Should I do anything?

You don't need to worry if you’ve already cancelled your direct debit. Octopus Energy will be in touch with you to set up a new customer account and direct debit. They will also be able to tell you what will happen with any credit balance you may have with Effortless Energy.”

Complaints and contacts

Will Octopus Energy take on my unresolved complaint to Effortless Energy?

Octopus Energy is not required to take on any unresolved complaints relating to Effortless Energy.

However, if you believe your complaint is still ongoing, once Octopus Energy contact 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.

Enquiries

Octopus Energy will contact Effortless Energy customers with more information about their contract, tariff and any credit owed to you. If your question isn't answered here, you should contact the Octopus Energy customer contact team.

Website: https://octopus.energy/go-effortless/

Phone: 0808 164 1088

Email: effortless@octopus.energy

Effortless Energy’s administrators

We will publish contact details here when these are available.

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.

Ofgem's role

You can read more about our powers to protect consumers when suppliers go out of business in our guidance: Supplier of Last Resort process.