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Solarplicity provisional order “necessary to protect existing customers”, says Citizens Advice

22 February 2019

Citizens Advice, in its role as the official consumer watchdog for energy, has responded to Ofgem’s announcement of a provisional order against Solarplicity.

Gillian Guy, Chief Executive of Citizens Advice, said:

“This action by the regulator was necessary to protect existing customers and prevent further problems building up.

“Solarplicity languishes at the bottom of our energy star rating league table, which assesses suppliers’ standards of customer care.

“We’ve shared our concerns about the service consumers are getting with both Solarplicity and Ofgem. It’s now up to Solarplicity to address these matters and start delivering for its customers.

“This provisional order highlights the continuing problem of struggling companies operating in the energy market. Ofgem must continue to use the powers at its disposal and take action against failing firms.”

Citizens Advice price comparison site and supplier star rating

To support customers to save money on their energy bills, Citizens Advice provides an independent price comparison site and a customer service star rating which ranks suppliers’ customer service.

Notes to editors

  1. Citizens Advice includes the national charity; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.
  2. Citizens Advice is the statutory consumer advocate for energy and post. We provide supplier performance information to consumers and policy analysis to decision makers.
  3. The Citizens Advice Witness Service provides free, independent support for prosecution and defence witnesses in every criminal court in England and Wales.
  4. Citizens Advice offers Pension Wise services at 500 locations in England and Wales.
  5. Citizens Advice’s services are free, independent, confidential and impartial, and available to all regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  6. To get advice online or find your local Citizens Advice, visit citizensadvice.org.uk
  7. For consumer advice, call the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 to talk in Welsh.
  8. We helped 2.6 million people face to face, by phone, email and webchat in 2017-18. For service statistics see our monthly publication Advice trends.
  9. Citizens Advice staff are supported by over 23,000 trained volunteers, working at over 2,500 locations in England and Wales.