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. There’s no need to contact us, to switch or to cancel your Direct Debit.
Here’s what happens next for our Members:
Your supply will continue. Your energy account will be transferred to a new supplier, and there will be no interruption to your supply at all during or after the transfer
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
We advise that you send us a meter reading and view and download your statements when you can. Please do this through your app or online account. If you email them to us it’s likely our team may not see them in time to record them for you
Ofgem will announce shortly which supplier you’ll be transferred to. This will probably be in the next few days.
Any credit balance you have with us will be protected and carried over to your new supplier
You’ll be protected by the energy price cap with your new supplier
Once the transfer is complete, you can stay with your new supplier or switch away without incurring any exit fees
For any other questions on this process, please see Ofgem’s extensive guide on what happens if your energy supplier goes bust.
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 you need to let us know about an account holder that has passed away, please fill out our form here and a Member of the team will be in touch.
What do I do if I’m worried about paying my bills?
If you’re worried about paying your bills and 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 citizensadvice.scot or contact them on 0808 196 8660. All calls are free.
Who will my new supplier be?
The energy regulator, Ofgem, will appoint a new supplier for you in the next few days, which they’ll announce on their website and on social media. Your electricity and gas will continue throughout this period, there will be no interruption to your supply.
Once appointed, your new supplier will be in touch with you.
Until this time, Ofgem’s advice is to sit tight, don’t switch and wait until the new supplier contacts you. This will make sure the process is as hassle-free as possible, including returning any credit balance you may have.
Can I still access my account?
Yes. Our app and online account sections are still up and running, and we will continue to support this in the short term. We would advise that you do the following in your account when you can:
- Send us a meter reading. Log in to your app or online account, and tap ‘Send a meter reading’ on your homescreen
- View and download any statements that you’d like to keep. Log in to your app or online account, tap ‘Manage your balance and payments’ and then ‘Statement history’
- Check your current balance and make a one off payment if you’d like to clear any debt with us. Tap ‘Manage your balance and payments’ and then ‘Manage Balance’
We strongly advise you to do this through your account, rather than emailing us. Please don’t cancel your Direct Debit. We will continue to take your monthly payments as normal until the transfer to your new supplier is complete.
I’m in credit - will I get my money back?
Yes. Your balance will be carried over to your new supplier. They will be in contact with you soon and will let you know how to manage your balance.