Spark Energy customers: Your questions on new supplier Ovo Energy

Publication date
27th November 2018
Information types
Policy areas

We have appointed Ovo Energy to take on Spark Energy’s customers after they ceased being a supplier. This appointment will take effect on Wednesday 28 November. This follows a competitive process we’ve run to get the best deal possible for Spark Energy customers. 

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

Your supply

When will I be switched from Spark Energy to Ovo Energy?

Ofgem has appointed Ovo Energy to take on Spark Energy Supply Ltd’s customers. Separately, Ovo Energy has acquired Spark Energy’s operating company Spark Energy Ltd and retained the Spark Energy brand.

Energy will be supplied under Ovo Energy’s supply licence.

As Ovo Energy has acquired the Spark brand and operating company, customers will continue to be billed by Spark and be contacted by Spark’s customer service staff.

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 Ovo Energy? Will I pay more?

You will stay on the same tariff.

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 Ovo Energy. Can I switch?

Our advice is not to switch immediately. We recommend that you wait until your account has been fully set up with Ovo Energy, under the Spark brand, before switching supplier, otherwise the switch may not proceed or could take longer to complete.

Once you have been contacted by Ovo Energy 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 Spark Energy honoured by Ovo 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 Spark Energy. Will I get my money back?

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

Ovo Energy, under the Spark brand, 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.

I’m paying back a debt / my account is in debit to Spark Energy. Will I now pay this to Ovo Energy

Current and former customers who owe money, or are in debit to Spark Energy should wait to hear from Spark Energy’s administrators or Ovo Energy, under the Spark brand, who will talk to them about repayment arrangements.

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

Spark Energy’s administrators or Ovo Energy, under the Spark brand, will be in contact with you to discuss repayment arrangements if you were paying debt back to Spark Energy and have since switched.

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

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

Ovo 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 Ovo Energy, under the Spark brand, needs to get and review your records. When calculating your credit balance, Ovo will deduct any unbilled charges for your supply by Spark Energy. These are calculated by Spark Energy’s administrators.

I am owed compensation by Spark Energy, will Ovo Energy pay me this?

No. Ovo Energy will not pay this compensation. You should contact Spark 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 Ovo Energy, under the Spark brand, 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 Ovo Energy, under the Spark brand, contacts you. They will be in contact with you soon 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. Ovo Energy, under the Spark brand, 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 Spark Energy.

Complaints and contacts

Will Ovo Energy take on my unresolved complaint to Spark Energy?

Ovo Energy will not take on any unresolved complaints relating to Spark Energy.

However, if you believe your complaint is still ongoing, then once Ovo Energy, under the Spark branding, contacts you please discuss with them how the issue can be resolved.

Enquiries

Ovo Energy, under the Spark Energy brand, will contact Spark Energy customers with more information. If your question isn't answered here, you should contact the Spark customer contact team.

Spark Energy customer helpline: 

  • Telephone: 0345 034 7474 

Spark Energy 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.