Future Energy customers: Your questions on new supplier Green Star Energy

Publication date
30th January 2018
Information types
Policy areas

Today we’ve appointed Green Star Energy to take on the customers of Future Energy after the company ceased trading. This follows a competitive process we’ve run to get the best deal possible for Future Energy customers.

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

Your supply

When will I be switched from Future Energy to Green Star Energy?

You will be switched to a new contract with Green Star Energy on 31 January 2018. Green Star Energy will contact you by 6 February 2018 to explain what happens next.

Your contract

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

Green Star Energy will be offering the same price as you were paying before with Future Energy, whether you were on a fixed or standard variable tariff. This offer will run until 30 September this year.  Green Star Energy will contact you by 6 February 2018 with more information about your tariff.

If you want to change tariff, ask Green Star Energy to switch to another deal, or shop around. You will not be charged any exit fees.

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

Switching supplier

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

Our advice is not to switch immediately, but wait until Green Star Energy has been in touch with you. They will contact you by 6 February 2018 with more information about your tariff.

Once you have been contacted by them, check if Green Star Energy offer any cheaper tariffs than the one you are on. You can then ask them to put you on their cheapest deal or shop around. 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.

Accounts in debt or credit

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

Green Star Energy will honour outstanding credit balances for both current customers, and for past customers of Future Energy who are still owed money.

Green Star will write to you with details of how much you are owed and make arrangements to refund your credit balance. This may take some time because Green Star need to review records from Future Energy. The credit will include unbilled charges from Future Energy. These are calculated by Future Energy’s administrators.

For current customers, any credit on your account will be used to offset future energy use. If you have any questions on the amount of credit you are owed, you should contact Green Star for advice.

I’m paying back a debt / my account is in debit to Future Energy. Will I now pay this to Green Star Energy?

No. Instead Future Energy’s administrators will contact you directly to talk about repayment arrangements. You should contact Citizen’s Advice if you have any questions.

I’ve left Future Energy but I owe them money. Will I need to pay it back to Green Star Energy?

No. Instead Future Energy’s administrators will contact you directly to talk about repayment arrangements. You should contact Citizens Advice if you have any questions.

Payments through direct debit

Should I cancel my direct debit?

Yes, you should cancel your direct debit as soon as possible. Green Star Energy will contact you in the coming days to explain how they will set up your account and a new direct debit with them. You should contact Green Star Energy if you have any questions. You can find their contact details under ‘Further help and advice’ below.

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. Green Star Energy has been 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 Future Energy.

Complaints and contacts

Will Green Star Energy take on my unresolved complaint to Future Energy?

Green Star Energy will review all existing complaints by 13 February. If you still feel that your complaint is relevant after you’re supply is switched to Green Star Energy, please contact them directly. You can find their contact details under ‘Further help and advice’ below.

Further help and advice

Enquiries for your supplier

Green Star Energy will contact Future Energy customers with more information about their contract and tariff by 6 February. If your question isn't answered here, you should contact the Green Star Energy customer contact team.

Green Star Energy customer helpline: 

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.