A message to all our customers,

We regret to inform you that the company has ceased trading. Bristol Energy is a trading name of Together Energy (Retail) Limited. We want to thank you sincerely for your custom.

Despite press reports, we did buy enough gas and electricity for your needs, but the sustained increase in wholesale prices and the securities required to continue to forward purchase the energy, have meant that it is untenable for us to continue.

Ofgem, the energy regulator, has appointed British Gas to be your new supplier.

We appreciate that this could be unsettling however, Ofgem has a safety net in place which is aimed at helping and protecting customers during this period. This safety net ensures that your energy supply will continue without disruption and that any credit attached to your account is protected. You will not lose out on any credit balances that you may have built up.

Ofgem’s advice is not to switch to another supplier at the moment but wait until British Gas contact you. This will help to make sure that the process of handing over your account and any credit balance is as hassle-free as possible for you.

Support and advice are available on the Ofgem website.

Alternatively, if you need additional support, you can call Citizens Advice on 0808 223 1133 or email them via their webform. Advice will also be shared on Ofgem’s Twitter and Facebook.

FAQs

In order to help answer any questions you might have, we have compiled a list of important things to know. In addition, the Bristol Energy team is still available to help you with any questions that you might have. You can contact us via customercare@bristol-energy.co.uk. Please quote your account number in the subject header so we can easily find your account and respond as quickly as possible.

1. Will my supply be interrupted?

Absolutely not. Your energy will not be disrupted – there will be no noticeable change, other than a new supplier being appointed for you.

2. Who will choose my new supplier?

Ofgem, the energy regulator, will choose your new supplier following a competitive process designed to get you the best deal. In these circumstances, they have chosen British Gas.

3. Should I continue to pay Bristol Energy by Direct Debit, Standing Order or direct payment?

Yes. Continue to make payments to Bristol Energy until you are told otherwise, please do not make any changes as to how you pay your bill.

4. Should I take a meter reading?

Absolutely. Please take a note of your meter reading and send this to us using any of the below methods. Please also make a note of the date and time that you took the reading and keep this safe.

There are 2 simple ways to send us your meter reading:

• Log in to your portal and add your meter reading straight to your account
• Email us at customercare@bristol-energy.co.uk

5. What will happen if I am in credit to my old supplier?

British Gas will honour any outstanding credit you may have. This way you will not lose out on any credit balances you might have built up – please note that the quickest way to ensure that you get your credit is to submit a reading, as per question 4.

6. I am in debt to Bristol Energy. Who do I pay this to?

You should continue to make these payments as you did before as any debt will still be owed to Bristol Energy.

7. Will my bills go up?

British Gas will place you on a special “deemed” contract (this means a contract you have not chosen). Deemed contracts can be more expensive, so your bills could go up. Once you have been contacted by British Gas, you can ask them about changing tariffs.

8. I have an ongoing issue with my account, what will happen now?

If you have an ongoing question or issue with the supply of your gas or electricity from Bristol Energy, then we can still try and help. Please send an email to customercare@bristol-energy.co.uk.