Pure Planet: who took over, and how to complain
Pure Planet stopped trading on 13 October 2021. Ofgem moved its customers to Shell Energy from 17 October 2021. Complaints now start with Shell Energy, then the Energy Ombudsman.
Short answer
Pure Planet stopped trading on 13 October 2021. Ofgem appointed Shell Energy as Supplier of Last Resort, taking on customers from 17 October 2021. Customers affected: c235,000 domestic.
Shell Energy’s own home customers later moved to Octopus Energy after Octopus bought Shell Energy Retail in 2023, so if you never switched, your account is now most likely with Octopus.
| Supplier | Pure Planet |
|---|---|
| Stopped trading | 13 October 2021 |
| Supplier of Last Resort | Shell Energy (from 17 October 2021) |
| Customers | c235,000 domestic |
Source: Ofgem, “Check who’s taken over your energy supply”, read 30 September 2026.
How to take a complaint about Pure Planet to the Energy Ombudsman
- Complain to Shell Energy (your account moved there) first, in writing if you can, and keep the reference.
- Allow 8 weeks for it to be put right — or less if the supplier sends a deadlock letter saying it cannot do more.
- Register the dispute with the Energy Ombudsman online, by phone, email or post. It is free.
- You must escalate within 12 months of receiving the deadlock letter.
- Both sides send evidence within 14 days; the Ombudsman reviews it and makes a decision.
- If you accept the decision, the supplier has 28 days to carry out the remedy.
The Ombudsman can tell a supplier to take practical action — credit your account, cancel an account, change your tariff — apologise, or pay a financial award. It cannot punish or fine a supplier. Need the letter? Our free complaint letter generator cites the licence conditions, and the Ombudsman vs Ofgem guide explains who handles what.
Credit balances, debts and meter readings
When a supplier fails, Ofgem says your supply is not cut off and prepayment meters can still be topped up. The new supplier contacts you, puts you on a deemed contract (still covered by the price cap) and can move you to its cheapest tariff with no exit fee. Household credit balances are protected — the new supplier contacts you about a refund. Businesses are not protected in the same way: business credit depends on the old supplier’s administrator. If the new supplier took over your debt, you pay it instead; otherwise you may still owe the old supplier or its administrator. Take a meter reading and keep it.
Source: Ofgem, “What happens if your energy supplier goes bust”, read 30 September 2026.
Questions
What happened to Pure Planet?
Pure Planet stopped trading on 13 October 2021. Ofgem appointed Shell Energy as Supplier of Last Resort, taking on customers from 17 October 2021. Customers affected: c235,000 domestic.
Who do I complain to about Pure Planet?
Raise it with Shell Energy: Ofgem says the new supplier reviews complaints about your old supplier that were not fixed. If it is still unresolved after 8 weeks, or you get a deadlock letter, go to the Energy Ombudsman. If you already had an Ombudsman case open, the Ombudsman contacts you.
Did I lose my credit balance with Pure Planet?
Household credit balances are protected by Ofgem’s rules: your details pass to the new supplier, who contacts you about a refund. Businesses are not protected in the same way — business credit depends on the old supplier’s administrator.
What about money I owed?
If the new supplier took over your debt, you pay them instead, usually through a payment plan. If not, you may still owe the old supplier or its administrator.
Other suppliers whose customers went to Shell Energy
GOTO Energy · Daligas · Colorado Energy · Green (Green Supplier Limited)
Process from energyombudsman.org and its FAQs, read 30 September 2026. General information, not legal advice. All suppliers A–Z.
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