I have an ongoing issue with my energy supplier which still needs resolving, what can I do?
Energy Debt

If you have received a message from Ophelos this means your energy supplier has asked us to discuss payment options with you.

If you have already raised an issue with your supplier and feel it is still unresolved, it’s important to let us know as soon as you can so we can recommend next steps.

Here’s what to do:

  1. Write a brief description of your issue (if your issue is complex please tell us what it relates to e.g. a problem with your meter, so we can pass this on to your supplier to follow up on).
  2. If you are working with the Ombudsman please tell us if you have contacted them already, or if you have received a complaint reference.
  3. Email this information to support@ophelos.com with the subject line: Ongoing energy issue
  4. We’ll contact your supplier to inform them, or ask them to look into the issue you have raised. They may be in touch with you directly to help you resolve it.

Important to note: We will never pressure you to make payments you can’t afford, however, we do highly recommend setting up a plan to cover your current energy usage if you are waiting for a resolution to your issue. This will prevent further debt building up in the meantime. If you would like to discuss your payment options in more detail please let us know when you get in touch.

Concerned about your ongoing energy usage?

We have compiled a list of resources for energy customers who are struggling with their bills.

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I have an ongoing issue with my energy supplier which still needs resolving, what can I do?

If you have received a message from Ophelos this means your energy supplier has asked us to discuss payment options with you.

If you have already raised an issue with your supplier and feel it is still unresolved, it’s important to let us know as soon as you can so we can recommend next steps.

Here’s what to do:

  1. Write a brief description of your issue (if your issue is complex please tell us what it relates to e.g. a problem with your meter, so we can pass this on to your supplier to follow up on).
  2. If you are working with the Ombudsman please tell us if you have contacted them already, or if you have received a complaint reference.
  3. Email this information to support@ophelos.com with the subject line: Ongoing energy issue
  4. We’ll contact your supplier to inform them, or ask them to look into the issue you have raised. They may be in touch with you directly to help you resolve it.

Important to note: We will never pressure you to make payments you can’t afford, however, we do highly recommend setting up a plan to cover your current energy usage if you are waiting for a resolution to your issue. This will prevent further debt building up in the meantime. If you would like to discuss your payment options in more detail please let us know when you get in touch.

Concerned about your ongoing energy usage?

We have compiled a list of resources for energy customers who are struggling with their bills.

Still have questions?
Feel free to send us a chat or email at any time and we will respond as soon as possible.  
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