Pure Planet reviews: add your feedback

gm2010

Thank you for your message and explanation. I'll do as you suggest and check the serial numbers.  I just wish it could all be sorted out so I have an accurate balance.

michelle09

PurePlanet said:

michelle09 said:

As an update to this PurePlanet issue - I asked for a deadlock letter when I was unhappy with PurePlanet's resolution to overcharge me. PurePlanet refused to issue one. I waited the eight weeks and went to the Energy Ombudsman.

Yesterday the Ombudsman upheld my complaint. PurePlanet have been ordered to apologise for their shortfalls, reissue my gas bill for one seventh (!!!) of what they tried to charge me, and pay compensation.

While it took 6 months to get it sorted, I did find the Ombudsman very helpful.

Hi @michelle09

Thanks for posting back. I'm pleased to hear you've been happy with the service you've received from Ombudsman Services. 
We're sorry that we were unable to reach a conclusion without Ombudsman intervention on this occasion.

Our Complaints team have noted that the decision made is in line with their suggestion of recalculating your gas use after obtaining more information regarding your gas use from your new meter, and therefore being able to revise your bills. The additional issues that Ombudsman Services identified relating to the issuing of your deadlock notification are also reasonable.  We're pleased to have reached an outcome for your complaint and our Complaints team will implement it for you as soon as possible. 

Nataly @PurePlanet

The Ombudsman were brilliant, couldn't fault their work. The fact that this is what PurePlanet thinks is an acceptable apology demonstrates why their customer service is so poor! I am not sure why this took a whole month to write either....It's a shame PurePlanet learned nothing from the process. At least I am free and never have to deal with PurePlanet as a company again.

Hello

 

 

Thank you for your patience while your complaint was investigated.

We are deeply sorry for the shortfalls in our service that were identified by your complaint.

In line with the remedy requirements set out by Ombudsman Services we've taken the following actions to resolve your complaint:

- Sent you a written apology in the form of this email
- Amend the removal reading for gas meter XXX to 5327
- Made a direct payment to you of £30 as a gesture of goodwill

As all of the above actions have been implemented, your complaint is now closed.

Thesaltmustflow

This thread might get real busy..................

bristolleedsfan

BP-backed energy supplier Pure Planet faces becoming latest casualty of industry crisis | Business News | Sky News

PurePlanet

Afternoon everyone
Just wanted to post a link to our statement (which is in the PP community).

Thanks
Marc @ PurePlanet

Thesaltmustflow

PurePlanet said:

Afternoon everyone
Just wanted to post a link to our statement (which is in the PP community).

Thanks
Marc @ PurePlanet

Unless I'm missing something glaringly obvious, the statement in the link you posted is from 19 days ago with an 'update' on the 7th October which in reality says very little.

It does say your 'well hedged' in regard to supplies over winter, I would like to know if your hedged position will remain the same if BP pull the plug on backing you.

[Deleted User]

Thesaltmustflow said:

PurePlanet said:

Afternoon everyone
Just wanted to post a link to our statement (which is in the PP community).

Thanks
Marc @ PurePlanet

Unless I'm missing something glaringly obvious, the statement in the link you posted is from 19 days ago with an 'update' on the 7th October which in reality says very little.

It does say your 'well hedged' in regard to supplies over winter, I would like to know if your hedged position will remain the same if BP pull the plug on backing you.

I guess that the poster is trying to put a positive spin on media reports about PP’s future. The last thing that they need is a mass exodus of customers. 

Thesaltmustflow

[Deleted User] said:

Thesaltmustflow said:

PurePlanet said:

Afternoon everyone
Just wanted to post a link to our statement (which is in the PP community).

Thanks
Marc @ PurePlanet

Unless I'm missing something glaringly obvious, the statement in the link you posted is from 19 days ago with an 'update' on the 7th October which in reality says very little.

It does say your 'well hedged' in regard to supplies over winter, I would like to know if your hedged position will remain the same if BP pull the plug on backing you.

I guess that the poster is trying to put a positive spin on media reports about PP’s future. The last thing that they need is a mass exodus of customers. 

I agree and I really hope PP pull through otherwise that's even less competition in the energy sector for the big 6 (or is it 7 now? I can't keep up)

UnclaimedEnergy

The thing is, Pure Planet is heavily reliant on BP for both:

Providing capital for Pure Planet
Trading all of their power for them.

If BP stop pumping cash in, then PP won't have enough to keep going themselves

if BP decide they don't want to continue proving PP with access to the wholesale market, then PP would need to find someone else to trade with.... which is really unlikely that anyone would do so with the current market.

Even if they've hedged winter, they likely underforecasted due to lower churn so could be short

spot1034

It sounds as if BP have decided that the supposedly mutual benefit of their relationship with Pure Planet is providing rather more benefit to Pure Planet than to them. They have probably decided that it is better for them to sell their product to someone else who will have less of a problem paying for it.