Pure Planet | Ceasing to trade

Pure Planet is ceasing to trade

Due to the global energy crisis, record high wholesale energy costs, and the restrictions placed on us by the Ofgem Price Cap, we are unable to keep operating Pure Planet.

Background

This is a situation which has affected many other supplier businesses this year and, sadly, we expect more will also go out of business. The Government and Ofgem, our regulator, expects Pure Planet to sell energy at a price much less than it currently costs to buy. This is unsustainable, and therefore, sadly we have had to make the difficult decision to cease trading.

Under Ofgem’s safety net, all our Members are well protected. Ofgem has appointed Shell Energy as the new supplier for all Pure Planet's Members.

Here’s what happens next for our Members:

Shell Energy began supplying all our Members on 17 October 2021. Your energy account will be transferred to them, and there will be no interruption to your supply at all during or after the transfer

Shell Energy will get in touch with you again once the transfer is fully complete

Ofgem’s advice is not to switch until this transfer is complete. If you do try to switch, there may be a chance that it is rejected or stopped

Any credit balance you had with us will be protected and carried over to your Shell Energy account

You're protected by the energy price cap on your new tariff with Shell Energy

Once the transfer is complete, you can stay with Shell Energy, or switch away without incurring any exit fees

For any other questions on this process, there's lots more information on Shell Energy's welcome blog.

There's no need to contact us, although all our standard contact channels will remain open for the forseeable future. Everything will happen automatically over the coming days, and your balance will be transferred to your new supplier.

This is a well rehearsed and thoroughly tested process. If you think you need to contact us, we’d appreciate you considering whether you really need to at this time. Due to the volume of contact we’re already seeing right now, our response times are a lot longer than we would like. Our team is working very hard to try and get through everything, but this is a difficult time for them — please be patient and kind with all Members of our team if you are in contact with them.

A note from our founders

Andrew, Chris & Steven
Co-founders, Pure Planet

OPEN ALL

Frequently asked questions

Who do I contact in an emergency?

If you can smell gas or believe there is a gas leak, call the National Gas Emergency line immediately on 0800 111 999. The National Gas Emergency line is free of charge and available 24 hours a day.

If you have no electricity supply, please call your local distributor on 105.

If after following the steps above you need to contact someone, please get in touch with Shell Energy.

Their emergency information is available here.

What do I do if I’m worried about paying my bills?

If you’re struggling to pay your energy bills please let us know so we can help. To get in touch with the team, tap Help in the app, then ‘Ask a question’ and let WattBot know you’re struggling to pay your bills.

We remain partnered with Stepchange, a specialist debt advice charity who can help you if you’re struggling to make ends meet. You can find more information on Stepchange, including how to get in touch with their team in our Community here.

If you’re worried about paying your bills and you live in England or Wales, you can also go to citizensadvice.org.uk/energy or contact them on 0808 223 1133.

If you live in Scotland, go to energyadvice.scot or contact them on 0808 196 8660. All calls are free.

Who will my new supplier be?

The energy regulator, Ofgem, has appointed Shell Energy as the new supplier for Pure Planet Members. They'll be in touch once the transfer is complete and your new energy account is set up. Your electricity and gas will continue throughout this period, there will be no interruption to your supply.

Until the transfer is complete, Ofgem’s advice is to sit tight, don’t switch and wait until your new supplier contacts you. This will make sure the process is as hassle-free as possible, including returning any money you may have left on your account (a credit balance).

I’m in credit - will I get my money back?

Yes. Your balance is protected and will be carried over to your Shell Energy account. Shell Energy will be in contact with you soon to confirm that your money has been transferred across, and will let you know how to manage your balance.

Unfortunately, we’re no longer able to issue any refunds, but Shell Energy will be able to help.

Who are Pure Planet's administrators?

Blue Marble Holdings Limited

Edward Williams, Mark James Tobias Banfield and Michael John Andrew Jervis have been appointed as joint administrators of Blue Marble Holdings Limited to manage their affairs, business and property as its agents and act without personal liability. All are licensed in the United Kingdom to act as insolvency practitioners by the Institute of Chartered Accountants in England and Wales.

The Joint Administrators are bound by the Insolvency Code of Ethics which can be found here.

The Joint Administrators may act as controllers of personal data as defined by UK data protection law depending upon the specific processing activities undertaken. PricewaterhouseCoopers LLP may act as a processor on the instructions of the Joint Administrators. Personal data will be kept secure and processed only for matters relating to the Joint Administrators’ appointment. Further details are available in the privacy statement on the PwC.co.uk website or by contacting the Joint Administrators.

Pure Planet Limited

Edward Williams, Mark James Tobias Banfield and Ross David Connock have been appointed as joint administrators of Pure Planet Limited to manage their affairs, business and property as its agents and act without personal liability. All are licensed in the United Kingdom to act as insolvency practitioners by the Institute of Chartered Accountants in England and Wales.

The Joint Administrators are bound by the Insolvency Code of Ethics which can be found here.

How do I get in touch with you to make a payment?

It’s quick and easy to make a secure payment to Pure Planet. Simply take one of the following actions to clear your balance:

Make a payment in your app or online account

Making a payment in your Pure Planet account is easy. Just log in to your app or online account where you can make a secure card payment.

Make a payment over the phone

Our team is on hand to help. Give us a call on 0808 1890397. We’re open 8am - 8pm, Monday to Friday. All calls are free.

If you owe Pure Planet money, keep an eye out for an email from us, where we explain in more detail how you can clear your balance, including via a BACs payment.

I’m worried about paying my bills

If you’re worried about paying your bills, please don’t suffer in silence. Help is available, and you’re not alone.

If you can’t clear your final Pure Planet balance right away, please get in touch with us by emailing help@purepla.net. Our team usually responds within one working day.

We remain partnered with specialist debt advice charity StepChange who provide debt advice and practical help if you’re struggling with money. You can get in touch with StepChange on 0800 138 111.

You can also get free, impartial advice from Citizens Advice. If you live in England or Wales, go to citizensadvice.org.uk/energy or contact them on 0808 223 1133. If you live in Scotland, go to energyadvice.scot or contact them on 0808 196 8660. All calls are free.

How do I inform you of a bereavement?

We know it’s a difficult time when someone you’re close to passes away. Please be assured there’ll be no interruption to the energy supply.

If you need to let us know the account holder has passed away, or take over an account in the event of a bereavement, fill in our online form and we'll be in touch with you to get things sorted quickly.