Scottish Power takes on Extra Energy's 108,000 customers

The energy regulator Ofgem has appointed the big six firm to supply Extra Energy's 108,000 domestic customers from Sunday 25 November, after Extra Energy ceased trading last Wednesday.

If you're an Extra Energy customer, you WON'T lose your gas or electricity supply and any credit you have will be protected. Scottish Power should be in touch in the coming days to let you know what happens next. It will also update you again when the transfer is complete and your account has been fully set up.

I was with Extra Energy – what happens now?

Scottish Power – one of the big six energy firms with five million domestic and business customers across the UK – took over your supply on Sunday 25 November, so your gas and electricity will continue to work as normal. Scottish Power should write to you in the next few days to let you know what's happening, before contacting you again to let you know it's set you up with an account.

Your current tariff with Extra Energy will end, and you'll be placed on what's known as a 'deemed' – ie, default – tariff. We don't yet know the full details of this tariff, but it will be a variable rate and is likely to be pricey. However, it won't have exit fees, so once you're moved over, you can find another deal.

Once Scottish Power contacts you to confirm you've been transferred to it, use our free Cheap Energy Club to see if you can save by switching. It's best to wait until you hear from Scottish Power though, as switching before the transfer completes could lead to a long delay or the switch not going through.

To be safe, it's worth taking a meter reading in the next couple of days, just in case you later have a billing dispute. If you need any further support, Ofgem has a comprehensive set of FAQs.

What if I've already cancelled my direct debit with Extra Energy?

If you did, Scottish Power will be in touch to reinstate it over the next few weeks. You should do this even if you intend to switch as soon as you've been transferred across, as Scottish Power will need it for your final bill.

If you haven't cancelled your direct debit with Extra Energy, then it should be transferred over when you move to Scottish Power.

I'm in credit with Extra Energy – will I get it back?

Yes. Scottish Power will honour all credit balances. You can continue to use this to offset future energy use, or request a refund.

If you'd left Extra Energy prior to it stopping trading and are owed credit, Scottish Power will also honour this – you'll be contacted directly about getting your refund.

What if my Extra Energy account was in debt?

It's not yet clear who will deal with this, but Ofgem says you'll either be contacted by Scottish Power or Extra Energy's administrators.

What if I'd already started to switch to/away from Extra Energy?

If you were in the process of switching away from Extra Energy at the point it stopped trading, the switch should continue as normal – there's nothing you need to do.

Similarly, if you were in the process of switching to Extra Energy, you'll be moved over to Scottish Power and placed on the same 'deemed' tariff as existing Extra Energy customers.

What does Ofgem say?

Ofgem's interim director for future retail markets Philippa Pickford said: "We are pleased to secure a deal with Scottish Power, where Extra Energy's domestic and business customers will be offered a competitive tariff for their energy. Their credit balances will be honoured and their energy supply will continue as normal.

"Our advice for customers of Extra Energy is to wait until Scottish Power contacts you. They will give you more information about the tariff you are on, and about your credit balance if you have one. Once the transfer has been completed you can shop around for a better deal if you wish to."