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Toto Energy acquires the bulk of Solarplicity’s customers

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Written by: Emma Lunn
31/07/2019
Thousands of Solarplicity customers to be transferred to Toto following customer service issues.

Toto Energy is taking on the majority of Solarplicity’s customer base following complaints about poor customer service and subsequent intervention from the energy regulator Ofgem.

About 43,000 of the firm’s 60,000 customers will automatically be moved to Toto, with Solarplicity retaining the remainder. Those that have been transferred will be notified by Toto that it is now their energy supplier. Credit balances, arrears, tariffs, and terms and conditions, will not change as a result of the move.

Ofgem banned Solarplicity from taking on new customers for three months in February due to its poor switching processes and customer service. The supplier was also banned from increasing vulnerable customers’ direct debits.

Although the ban has now been lifted, Solarplicity has agreed not to take on any new customers until 5 August.

Solarplicity said transferring the customers to Toto was in the “best interests” of its customer base. It will continue to provide renewable energy for local authority and housing association tenants.

A spokesperson from Solarplicity said: “While we’re sad to say goodbye to our retail customers, we know that Toto is an excellent fit. With the completion of this partnership, we can now restructure our business to focus on our core operations. First and foremost, we are a renewable technology business striving to fight fuel poverty and make renewable energy available to everyone. We look forward to offering a more focused and dedicated level of service across our renewable business.”

Solarplicity customers being switched to Toto will have their accounts transferred between 2 and 9 August – the exact date for each customer will be in a letter or email.

Solarplcity customers being transferred can either remain on the same tariff they are on, switch to another Toto tariff, or switch to another supplier penalty-free.

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