Extra Energy customers: Your questions on new supplier Scottish Power

Publication date
24th November 2018
Information types
Policy areas

We have appointed Scottish Power to take on Extra Energy’s customers after they ceased trading. This appointment will take effect on Sunday 25 November. This follows a competitive process we’ve run to get the best deal possible for Extra Energy customers. 

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

Your supply

When will I be switched from Extra Energy to Scottish Power?

All Extra Energy customers will be transferred to a new contract with Scottish Power on Sunday 25 November 2018. Scottish Power 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.

Your contract

Will I be on a different contract with Scottish Power? Will I pay more?

They have put you on a deemed tariff rate and will now contact all ex Extra 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 Scottish Power. Can I switch?

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

Scottish Power will email you to confirm when your switch has happened, and from then on you'll have full access to your Scottish Power account. If you try to switch away from Scottish Power before they complete the transfer of your account, the switch may not proceed or take longer to complete.

Once you have been contacted by Scottish Power, 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 Extra Energy honoured by Scottish Power.

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 Extra Energy. Will I get my money back?

Scottish Power will honour outstanding credit balances for both current and past customers of Extra Energy who are still owed money. 

Scottish Power will review details of any 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 is taking longer than initially expected as Extra Energy’s administrators are still working to create final bills for all customers. We are engaging regularly with Scottish Power on this, and they will be in touch with customers as soon as they have more information on likely timescales.

I’ve left Extra Energy but I owe them money. Will I need to pay it back to Scottish Power?

No but you will need to pay any outstanding debt to Extra Energy’s administrators. Extra Energy’s administrators have retained a number of Extra Energy employees to assist with the collection of outstanding debts. You may therefore be contacted directly by Extra Energy staff either by telephone or email.

You can also discuss payment options by calling the retained customer service team on 0800 368 5452 or 0800 9534774.

I’ve left Extra Energy, but have a credit balance.  Will Scottish Power pay me this money?

Scottish Power will honour outstanding credit balances for both current and past customers of Extra Energy who are still owed money.

Scottish Power will review details of any 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 is taking longer than initially expected as Extra Energy’s administrators are still working to create final bills for all customers. We are engaging regularly with Scottish Power on this, and they will be in touch with customers as soon as they have more information on likely timescales.

I am owed compensation by Extra Energy, will Scottish Power pay me this?

No. Scottish Power will not pay this compensation. You should contact Extra 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 Scottish Power contact you, please discuss with them how the issue can be resolved. 

Payments through direct debit

Should I cancel my direct debit?

No. We advise that you don’t cancel your direct debit before Scottish Power contacts you. They will be in contact with you soon to tell you what to advise you on this.

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. Scottish Power 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 Extra Energy.

Complaints and contacts

Will Scottish Power take on my unresolved complaint to Extra Energy?

Scottish Power will not take on any unresolved complaints relating to Extra Energy.

However, if you believe your complaint is still ongoing, then once Scottish Power contact you, please discuss with them how the issue can be resolved.

Enquiries

Scottish Power will contact Extra 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 Scottish Power customer contact team.

Scottish Power customer helpline: 

  • Telephone: 0800 074 0471 

See also their advice page for extra energy customers.

Extra Energy administrators

Price Waterhouse Cooper (PWC) were appointed as the administrators of Extra Energy on 4 December 2018. More information is available on PWC’s FAQs and on their Customer Service page.

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.