OneSelect customers: Your questions on new supplier Together Energy

Publication date
13th December 2018
Information types
Policy areas

We have appointed Together Energy to take on OneSelect’s customers after they ceased trading. This appointment will take effect on Friday 14 December. This follows a competitive process we’ve run to get the best deal possible for OneSelect’s customers. 

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

Your supply

When will I be switched from OneSelect to Together Energy?

All of OneSelect’s customers will be supplied by Together Energy from Friday 14 December 2018. Together Energy will 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 Together Energy? Will I pay more?

They have put you on a deemed tariff rate and will now contact all former OneSelect customers to let them know their 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 Together Energy. Can I switch?

Our advice is not to switch immediately, but wait until Together 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. Together Energy will email you at this point to confirm once this has happened, and from then on you'll have full access to your Together Energy account. If you try to switch away from Together Energy before they complete this process, the switch may take longer to complete.

If customers wish to change their tariff or switch supplier, they should ask to be switched to another Together 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 OneSelect honoured by Together 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 left OneSelect before they ceased trading and had a credit balance. Will I get my money back?

Yes, you will get your money back. Together Energy is honouring outstanding credit balances for past customers of OneSelect who were still owed money when OneSelect stopped trading. You should have received a link from Together Energy containing your final bill. This details how your credit will be returned. You can contact Together Energy to query any credit balance.

If you have not received your link you can email to request one at: oneselectbilling@togetherenergy.co.uk.

The process of reviewing customer accounts took longer than initially expected. We are engaging regularly with Together Energy, and we understand that they now have all the details needed to process refunds (such as actual and estimated meter reads and final bills).

If in the meantime you have queries about credit on your account, you can contact them at https://togetherenergy.co.uk/contact-us/.” 

I was in credit with One Select when they ceased trading. Will my credit balance be honoured?

Yes, Together Energy is honouring credit balances for customers of OneSelect who transferred to them when OneSelect stopped trading. Your credit balance will be added to your Together Energy account balance.

Most OneSelect customers should now have received a bill from Together Energy up until the 28 February. Those customers will receive their March bill by 23 April.

A minority of customers will not have received a bill yet. Together Energy will have written to you to explain why.

We are engaging regularly with Together Energy, and we understand that they now have all the details needed to advise you of your balance when OneSelect ceased trading. Together Energy is processing refunds in line with their refund policy.

Together Energy will contact you with details of any credit on your Together Energy account. If for whatever reason you have not heard from Together Energy, or you have queries about credit on your account, you can contact them at https://togetherenergy.co.uk/contact-us/.”  

I’ve left One Select but I owe them money/ I was still with One Select when they ceased trading and I had a debit balance. Will I need to pay it back?

Yes. Any debts (debit balances) owed by customers of OneSelect when they stopped trading are still owed to OneSelect.

OneSelect Limited and the Joint Administrators have entered into an agreement with Together Energy, appointing Together Energy to collect the outstanding debts on OneSelect’s behalf. In turn, Together Energy has appointed Opos Ltd to collect certain debts (debit balances) owed by customers of OneSelect when they stopped trading whether they had already left OneSelect or transferred to Together Energy as part of the Supplier of Last Resort process.

You should have received a link from Together Energy containing your OneSelect final bill. This details how much in debit you are. If you wish to query the balance, you can contact Together Energy at https://togetherenergy.co.uk/contact-us/.

If you have not received a link you can request one at oneselectbilling@togetherenergy.co.uk.

Opos Ltd will contact you to advise you of any debt (debit balance) and discuss repayment arrangements. Payments should be made to Opos Ltd.

If you have any queries about your account balance, please contact Together Energy in the first instance at https://togetherenergy.co.uk/contact-us/. Together Energy are working with BDO LLP and Opos Ltd to handle account balance enquiries as they have access to all the details needed to discuss the balance with you (such as actual and estimated meter reads and bills)”.

I’ve been contacted by Opos Ltd to advise that I owe money to OneSelect when they ceased trading. I disagree with the amount/I believe OneSelect owed me money when they ceased trading. Can I dispute this?

Yes. You should have received a link from Together Energy containing your final bill. You can contact Together Energy to raise a dispute.

If you have any queries about your account balance, please contact Together Energy in the first instance at https://togetherenergy.co.uk/contact-us/

If you have not received your link you can email Together Energy to request one at: oneselectbilling@togetherenergy.co.uk

Together Energy have all the information they need to investigate and verify the correct billing position. If your dispute is correct and you were in credit with One Select, Together Energy will process the credit position as explained above.

I am owed compensation by OneSelect, will Together Energy pay me this?

No. Together Energy will not pay this compensation. You should contact OneSelect’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 Together Energy 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 Together Energy 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. Together 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 OneSelect.

Complaints and contacts

Will Together Energy take on my unresolved complaint to OneSelect?

Together Energy will not take on any unresolved complaints relating to OneSelect.

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

Enquiries

Together Energy will contact OneSelect 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 Together Energy customer contact team on 0333 1501699

OneSelect’s administrators

Danny Dartnaill and Tony Nygate, both of BDO LLP, were appointed Joint Administrators of OneSelect Limited. Together Energy or its appointed agent, Opos Ltd, are collecting debts due from customers of OneSelect on behalf of the Company. If you have any queries about your account balance, please contact Together Energy in the first instance at https://togetherenergy.co.uk/contact-us/ or call 0333 150 1699.

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.