- Publication date
- 29th November 2016
- Information types
- Policy areas
Today we’ve appointed Co-operative Energy to take on GB Energy Supply’s customers after they ceased trading. This follows a competitive process we’ve run to get the best deal possible for GB Energy Supply customers.
This guide will answer some of your questions on what happens now.
When will I be switched from GB Energy Supply to Co-operative Energy?
You will be switched to a new contract with Co-operative Energy on Wednesday 30 November 2016. Co-operative Energy will contact you in the coming days to explain what happens next.
Will I be on a different contract with Co-operative Energy? Will I pay more?
Co-operative Energy will be offering the same price as you were paying before with GB Energy Supply, whether you were on a fixed or standard variable tariff. They will contact you in the coming days with more information about your tariff.
If you want to change tariff, ask Co-operative Energy to switch to another deal, or shop around. No exit fees will be charged.
For clear advice on how to do this, see our guide: How to switch and shop for a better deal.
I don’t want a contract with Co-operative Energy. Can I switch?
Our advice is not to switch immediately, but wait until Co-operative Energy has got in touch with you. They will contact you in the coming weeks with more information about your tariff.
Once you have been contacted by them you can then ask them to put you on their cheapest deal or shop around. You won’t be charged exit fees.
For clear advice on how to shop, visit Ofgem's energy guide at Be An Energy Shopper (opens another website).
Accounts in debt or credit
I’m in credit to GB Energy supply. Will I get my money back?
Co-operative Energy will honour all outstanding credit balances for both current customers, and for past customers of GB Energy Supply who are still owed money. For current customers any credit on their account will be used to offset future energy use. For past customers a refund will be processed in due course.
I’m paying back a debt to GB Energy supply. Will I now pay this to Co-operative Energy?
Co-operative Energy has made arrangements with GB Energy Supply to take on the management of customer debts, so they will collect any outstanding money you owed to GB Energy Supply. You should contact Co-operative Energy if you have any questions.
Payments through direct debit
Should I cancel my direct debit?
No, you don't need to worry about cancelling your direct debit.
Wait until Co-operative Energy has got in touch with you. They’ll do so in the coming weeks. 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 GB Energy Supply.
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. Wait until Co-operative Energy has got 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 GB Energy Supply.
Complaints and contacts
Will Co-operative Energy take on my unresolved complaint to GB Energy Supply?
Co-operative Energy will be reviewing all existing complaints in the next few weeks with a view to responding to customers as soon as possible.
Further help and advice
Enquiries for your supplier
Co-operative Energy will be contacting GB Energy Supply customers with more information about their contract and tariff in the coming weeks. If your question isn't answered here, you should contact the GB Energy Supply customer contact team as normal.
Co-operative Energy will be supporting GB Energy Supply’s existing customer contact centre, making sure that customers have as smooth a transition as possible to their new supplier.
GB Energy Supply customer helpline: 0800 644 4451
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.
- Citizens Advice consumer helpline (opens another website)
- Telephone: 03454 040506 - Monday to Friday, 9am to 5pm
You can read more about our powers to protect consumers when suppliers go out of business in our guidance: Supplier of Last Resort process.