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

Together Energy will honour outstanding credit balances for both current and past customers of OneSelect who are still owed money. 

Together 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 few weeks as Together Energy needs to receive and review records from OneSelect. When calculating your credit balance, they will deduct any unbilled charges for your supply by OneSelect. These are calculated by OneSelect’s administrators.

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

OneSelect’s administrators or Together Energy will be in contact with you to discuss repayment arrangements if you were paying debt back to OneSelect and have since switched.

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

Together Energy will honour outstanding credit balances for both current and past customers of OneSelect who are still owed money.

Together 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 may take a few weeks as Together Energy needs to get and review your records from OneSelect. When calculating your credit balance, Together Energy will deduct any unbilled charges for your supply by OneSelect. These are calculated by OneSelect’s administrators.

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

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.