Sorry Tale - Was with AVRO but switched to PFP, then SoLR'd to British Gas.

CraigHealdpoint

I wonder if someone could give me some advice on how best to approach my problem?

As per Subject, I was with Avro, but moved to PFP on 18/08/21. 

As everyone will know, PFP went bust on 10/09/21; this was before they managed to get the closing balance transferred from Avro, so Avro still owe me ~£200. I assume that my money is still protected under the regulations, but how do I get this from Avro's Administrators?

For the PFP side of things, I know that British Gas have taken over my account, and are trying to get the transfer details. Although this seems to be taking a lot of time, I am fairly confident that this bit will (eventually) come through.

It is only the money that Avro owed me that I am trying to sort out at the moment. - Is there a contact point for Avro's Administrators?

Gerry1

Administrators: Alvarez & Marsal Europe LLP

Address: Alvarez & Marsal Europe LLP, Suite 3 Regency House, 91 Western Road, Brighton, BN1 2NW.

Telephone: 020 7715 5200

INS-AVROEL@alvarezandmarsal.com

gt94sss2

Octopus Energy have taken over Avro customers. 

If you had a credit with Avro Energy, you will eventually get it back from Octopus.

See https://octopus.energy/avro/

QrizB

CraigHealdpoint said:

As everyone will know, PFP went bust on 10/09/21; this was before they managed to get the closing balance transferred from Avro, so Avro still owe me ~£200.

As an aside, even if PFP and Avro were still trading there's no way your Avro balance would have transferred from Avro to PFP. What would have happened is the Avro balance would be paid back to you.

CraigHealdpoint

Thanks everyone for your help.
Gerry1:  I have emailed Octopus, and will see what they say.
gt94sss2:  If Octopus can't help, then I'll try Avro's Administrators (Alvarez & Marsal Europe LLP).
QrizB:  Yes, you are right they wouldn't have talked to one another (apart from the Meter Readings on transfer).

Thanks again.

MWT

CraigHealdpoint said:

If Octopus can't help, then I'll try Avro's Administrators (Alvarez & Marsal Europe LLP).

Octopus will be able to help, but it may be a few weeks yet before it happens.

[Deleted User]

CraigHealdpoint said:

Thanks everyone for your help.
Gerry1:  I have emailed Octopus, and will see what they say.
gt94sss2:  If Octopus can't help, then I'll try Avro's Administrators (Alvarez & Marsal Europe LLP).
QrizB:  Yes, you are right they wouldn't have talked to one another (apart from the Meter Readings on transfer).

Thanks again.

Your credit balance is protected by the Ofgem Consumer Levy: a collective insurance policy if you like set up by Ofgem which we all pay into in the form of higher bills. Avro’s Administrator is not going to pay you anything : in the days before the Consumer Levy you might have got back a few pence for every £ owed to you. You have to deal with this through the SoLR. 

ShanMSE

Just found myself in a similar position.  I left Avro in July but had to dispute final meter readings. Long story but the correct final bill was not issued till October and as a consequence no credit refund has been made.

Today Octopus informed me that as my account was closed when they took over they have no record of it and that is is for the administrators to issue a refund, They advised  the refund should have occurred at the end of September.  I guess it didn’t, as the account was in dispute.

I have spoken to citizens advice and they have confirmed that Octopus have no liability and that the Administrators have up to 6 months to refund the credit balance (c£280).  I have emailed the administrators for an update….. So much for SoLR and credit balances being protected.

[Deleted User]

ShanMSE said:

I have spoken to citizens advice and they have confirmed that Octopus have no liability and that the Administrators have up to 6 months to refund the credit balance (c£280).  I have emailed the administrators for an update….. So much for SoLR and credit balances being protected.

Were you given a personal opinion or something in writing? I ask because I do not believe that you have been given the correct advice. The supplier is now a failed company with a list of creditors in priority payment order as this link explains:

https://www.companyrescue.co.uk/guides-knowledge/guides/who-gets-paid-first-when-a-company-goes-into-liquidation-or-administration-3731/

Consumer credit balances are not held in escrow. Any claim they you are making would fall into the unsecured creditor category which could result in the payment of just a few pence in the £.

I was an ex customer of the first supplier that failed after the introduction of the Ofgem Consumer Levy. The appointed SoLR repaid my credit balance some months after the supplier failed. SoLRs are allowed to claim for all credit balances that they pay out under the Consumer Levy. Who pays the Consumer Levy: we all do as it is a pass through cost.

From the Ofgem SoLR guidance:

Quote: What can be claimed for via the LRSP

The gas and electricity supply standard licence conditions allow a supplier acting as SoLR to make a claim for any reasonable additional, otherwise unrecoverable, costs they incur.1 The licence also sets out that the Authority will consider all the circumstances of the case when deciding on a claim. We have previously published guidance that provides further information on how Ofgem will assess levy claims.

Historically SoLRs have claimed for the following categories of costs:

• Customer credit balances

• Working capital

• Operational costs (including customer service, IT, complaints/enquiries specific to the SoLR, onboarding costs, communication costs)

Unquote

ShanMSE

ShanMSE said:

Just found myself in a similar position.  I left Avro in July but had to dispute final meter readings. Long story but the correct final bill was not issued till October and as a consequence no credit refund has been made.

Today Octopus informed me that as my account was closed when they took over they have no record of it and that is is for the administrators to issue a refund, They advised  the refund should have occurred at the end of September.  I guess it didn’t, as the account was in dispute.

I have spoken to citizens advice and they have confirmed that Octopus have no liability and that the Administrators have up to 6 months to refund the credit balance (c£280).  I have emailed the administrators for an update….. So much for SoLR and credit balances being protected.

Update on this. I have received a more helpful reply from the Administrators:

Under the supplier of last resort process, the appointed supplier (i.e. Octopus in this case) deals with customers that have left Avro - as stated on the Ofgem information page https://www.ofgem.gov.uk/publications/avro-energy-customers-your-questions-new-supplier-octopus-energy see section “I’ve left Avro Energy, but have a credit balance.  Will Octopus Energy pay me this money?”.

 

Further information can also found on Octopus’ FAQs page:  https://octopus.energy/avro/

You will note that per link within the FAQs, it states: it “will honour domestic credit balances for both current and past customers of Avro Energy who are owed money”

On this basis I have taken the discussion back up with Octopus who seem to be a little more helpful….

[Deleted User]

ShanMSE said

On this basis I have taken the discussion back up with Octopus who seem to be a little more helpful….

Can you share exactly how they have been more helpful?  Do they have anything meaningful to state other than what is stated in the FAQ for your situation (and for others in a similar situation).  Do Octopus now have a record of your details for Avro and what was owed to you (because they didn't seem to have them on 23rd December)?  I was a little concerned that your 23rd December post stated

Today Octopus informed me that as my account was closed when they took over they have no record of it and that is is for the administrators to issue a refund, They advised  the refund should have occurred at the end of September.  I guess it didn’t, as the account was in dispute.

I have spoken to citizens advice and they have confirmed that Octopus have no liability and that the Administrators have up to 6 months to refund the credit balance (c£280).  I have emailed the administrators for an update….. So much for SoLR and credit balances being protected.