Pozitive Energy: who it is, how to contact it and how to complain

Pozitive Energy, which now trades as PE Solutions, is an independent business supplier. Because smaller suppliers are often sold through brokers, it pays to understand both the company and the contract paperwork. Biz Energy is not affiliated with Pozitive Energy and does not rate it.

The company

Companies House lists Pozitive Energy Ltd (number 09523048) as an active private company, incorporated on 1 April 2015 under the name Tornado Energy Supply Limited and renamed in May 2016. Its registered office is in Canary Wharf, London. In 2024 it relaunched under the PE (PE Solutions) brand, with headquarters in Canary Wharf. Its rebrand announcement lists utilities including water, plus telecoms and other business services, which means one group may bill you for more than energy; check which entity issues which bill. We have not verified who ultimately owns the group, so check Companies House for the current shareholders and any parent company if that matters to you.

Taking on CNG customers

The Energy Ombudsman's page records that Ofgem appointed Pozitive Energy to take on customers of CNG Limited, which ceased trading on 3 November 2021. If you were a CNG customer, your new supplier was chosen for you through the supplier of last resort process. The Ombudsman is not accepting new disputes about CNG itself; concerns about Pozitive should be raised with Pozitive first.

What it offers

We have not verified Pozitive's current product range or how many customers it serves, so ask for the specific tariff, term and pricing basis in writing before you agree to anything.

Contact and complaints

The company's complaints page sets out these steps for energy:

1. Customer Care by phone (0333 370 9900 as shown on its site), by email at customercare@pe.solutions, or via its online portal. If the issue concerns a broker (a third-party intermediary), contact the broker or use the escalation options on its rights page.
2. Complaints Team at complaints@pe.solutions for an independent internal review, only once Customer Care has handled the matter.
3. Energy Ombudsman, once you have a deadlock letter or eight weeks have passed since you registered the complaint. The page says the Ombudsman's decision binds the supplier but you are free not to accept it.

Confirm details on the supplier's complaints page, as numbers can change. Write down each date and name.

When you contact the Ombudsman the company name must match the one on your bill. Check it before registering.

Brokers and small suppliers

Small suppliers commonly rely on brokers, who are paid by commission built into your unit rate. Since 1 October 2022 for microbusinesses and 1 October 2024 for all non-domestic customers, the broker's total cost must be stated in pounds and pence in your Principal Terms. Suppliers may only use brokers signed up to an approved dispute scheme. Brokers are not yet directly regulated by Ofgem, which is preparing proposals. See energy brokers and commission.

Worked example: what commission does to a price

Suppose a broker adds 1.2p/kWh to a quote for a business using 25,000 kWh. Over a 3-year contract the commission is 25,000 x 3 x £0.012 = £900. If the unit rate would otherwise be 25.3p, you pay 26.5p. Annual cost: 25,000 x 0.265 = £6,625 against £6,325 without the fee, a gap of £300 a year. Ask for the Principal Terms figure and, if you want, compare it with a direct quote. See how to find out what your broker is paid.

Switching away

There is no cooling-off period on business energy contracts. If a deal was agreed by phone it can still be binding. To leave, wait for the end date or check termination terms; read how to switch. Out of contract, there is no exit fee. On the day your new supply starts, take dated photos of each meter and send the readings to both suppliers, so your final Pozitive bill is based on actual figures rather than an estimate.

Letters of authority and giving a broker access

A broker acting for you usually asks you to sign a letter of authority, allowing them to see your data and request quotes. Read it before signing. It should state which sites, how long it lasts and whether it allows the broker to agree contracts on your behalf. Our guide to signing a letter of authority gives the safe approach.

Cold calls

If a call claims to be "from your supplier" but pushes a fast renewal, ask for a callback number and check it against the number on your bill. See why you get cold calls about business energy.

Credit checks and deposits

Smaller suppliers sometimes ask for a security deposit or apply a credit check. A deposit should be refundable on terms stated in your contract. Read business energy credit checks and whether deposits are refundable.

Disputing a bill

If a bill looks wrong, write down the invoice number, your reading and the date. Ask the supplier to correct it and put your dispute in writing. See disputing a high business energy bill.

Water and telecom

Because the group sells other services, make sure you know which bill is which. Energy complaints go to the Energy Ombudsman; the group's water and telecom complaints use different bodies.

Questions to ask before you sign

• Which legal entity will supply me, and is that the name that will appear on my bills?
• Is the unit rate and standing charge fixed for the whole term, or can any element change?
• What is the total broker cost for the contract, in pounds and pence?
• Is a security deposit required, and when is it returned?
• What happens at the end of the term if I do nothing?

Ask for the answers in writing. If they differ from what you were told on the phone, query it before the contract starts, because there is no cooling-off period once you have agreed.

Next steps

• Read your Principal Terms for the broker fee, end date and price.
• Note the legal supplier name for any complaint.
• Check broker credentials with our broker checks.