Tonik Energy customers: Your questions on new supplier Scottish Power

Publication date
9th October 2020
Information types
Policy areas

We have appointed Scottish Power to take on the 130,000 customers of Tonik Energy Ltd, which is ceasing to trade. 

This appointment will take effect on Saturday 10 October 2020, following a competitive process Ofgem has run to get the best deal for customers. 

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

Your supply

When will I be switched from Tonik Energy to Scottish Power?

Tonik Energy customers will be transferred to a new contract with Scottish Power from Saturday 10 October 2020. Scottish Power will then 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.

Tonik Energy customers can contact Scottish Power on contactus@scottishpower.com or 0800 040 7181 - the call centre will be open on 9am Monday 12 October. In an emergency situation prior to this please contact Scottish Power on this number.

Your contract

Will I be on a different contract with Scottish Power? Will I pay more?

They have put you on a deemed tariff rate and will now contact all ex-Tonik  Energy customers to let them know personalised 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 Scottish Power. Can I switch?

Our advice is not to switch immediately, but wait until Scottish Power 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. Scottish Power will contact you at this point to confirm once this has happened.

If customers wish to change their tariff or switch supplier, they should ask to be switched to another Scottish Power 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 Tonik Energy honoured by Scottish Power.

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 Tonik Energy. Will I get my money back?

Scottish Power will honour customers’ credit balances for both current and past customers of Tonik Energy who are owed money.

Scottish Power 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 several weeks as Scottish Power needs to receive and review records from Tonik. When calculating your credit balance, they will deduct any unbilled charges for your supply by Tonik.

I’m paying back a debt / my account is in debit to Tonik Energy. Will I now pay this to Scottish Power?

Current and former customers who owe money, or are in debit to Tonik Energy should wait to hear from Scottish Power or Tonik Energy’s administrators who will talk to them about repayment arrangements.

I’ve left Tonik Energy but I owe them money. Will I need to pay it back to Scottish Power?

If you have switched and owed Tonik Energy money, including if you were paying this money back, the administrators or Scottish Power will be in contact with you to discuss repayment arrangements.

I’ve left Tonik Energy, but have a credit balance.  Will Scottish Power pay me this money?

Scottish Power will honour credit balances for both current and past domestic customers of Tonik Energy who are owed money.

Scottish Power 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 can take some time. When calculating your credit balance, Scottish Power will deduct any unbilled charges for your supply by Tonik Energy.

I am owed compensation by Tonik Energy, will Scottish Power pay me this?

No. Scottish Power will not pay this compensation. You should contact Tonik 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 Scottish Power contact you, please discuss with them how the issue can be resolved.

Payments through direct debit

Should I cancel my direct debit?

You don’t need to cancel your direct debit, but can if you wish to. Scottish Power will be in touch with you about whether your existing direct debit will remain in place, or whether they will set up a new direct debit .

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. Scottish Power 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 Tonik Energy.”

Smart meters

Will my smart meter continue to work?

Some customers with newer models of smart meter should see no loss in smart functionality. Unfortunately customers with older smart meter models will likely see a loss of smart functionality. Scottish Power will upgrade these older meters for any customers who request it. 

Complaints and contacts

Will Scottish Power take on my unresolved complaint to Tonik Energy?

Scottish Power is not required to take on any unresolved complaints relating to Tonik Energy.

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

If your complaint was open with the Ombudsman, they will be in contact with you in due course to discuss next steps.

Enquiries

Scottish Power will contact Tonik Energy 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 Scottish Power customer contact team.

Tonik Energy customers can contact Scottish Power on contactus@scottishpower.com or 0800 040 7181 - the call centre will be open on 9am Monday 12 October. In an emergency situation prior to this please contact Scottish Power on this number.

Tonik Energy’s administrators

Tonik’s administrators are Deloitte LLP, email: tonikadministration@deloitte.co.uk.

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.