Your questions answered
How do I send my first meter readings?
How do I set up my online account?
It’s easy – just visit my.pfpenergy.co.uk/register
You’ll need to tell us your account number (on your welcome email and letter), postcode and date of birth.
Your online account will be available as soon as you sign up, even if we’re not supplying your home yet.
What if I change my mind about joining PFP Energy?
There is a 14-day ‘cooling-off period’ after you sign up. During this time you can leave us without paying any charges.
It usually takes us 3 weeks to start supplying your home, so we won’t need to send you a bill if you cancel.
You are free to leave us after the cooling-off period, but you may receive a bill for the energy you’ve used. Depending on your tariff there may also be an exit fee.
How long will it be before you start supplying my energy?
It usually takes 21 days from the day you sign up providing there are no objections from your current supplier.
This is because it takes time to arrange the switch with your current supplier.
Treating customers fairly
Read our Treating Customers Fairly document for a run-down of what we do to ensure great service for our customers.
What are your opening hours?
Our customer service centre opening times are:
Monday to Thursday: 9am-1pm and 1:45pm-4:45pm (not including Bank Holidays).
Friday: 9am-1pm and 2pm-4:45pm (not including Bank Holidays).
If you need to get in touch outside these hours, drop us a message using the form on the contact us page and we’ll get back to you as soon as we can.
What are my rights as a customer?
Citizens Advice have put together the Consumer Checklist, to help you understand your rights as an energy customer.
Know your rights
It’s easy to get free, independent advice so that you “Know your rights” as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills. To “Know your rights” visit www.citizensadvice.org.uk/energy for up to date information or contact the Citizens Advice consumer service on 03454 04 05 06
Please download the leaflet for more additional information:
We are happy to send customers a hard copy of the Consumer Checklist on request. Please call or email us with your request and we’ll issue your document within 7 working days.
Emergency contacts: gas
If you have a gas emergency, such as a gas leak or a carbon monoxide leak, call the free 24-hour Gas Emergency Services helpline:
0800 111 999
Also be sure to open all doors and windows, switch off all electrical appliances and don’t light any flames.
Emergency contacts: electricity
Why should I join PFP Energy?
- Our simple tariffs and cheap energy prices can save you up to £200 per year – so you’ll be better off
- Our UK-based team provide excellent customer service
- We have ranked in the Top 3 two years in a row in the Which? Energy Satisfaction Survey 2017 and 2018
- Check out our Trustpilot reviews from real customers
What rates do you charge?
How will you work out my payments?
We estimate your usage based on the information you give us when you join, like how much energy you used with your previous supplier. And we sometimes ask a few questions about your home to help us give an accurate estimate.
If you choose a fixed contract and pay by Direct Debit, we split the total estimated annual cost across 12 payments.
This means you’ll build up a credit during the warmer months, when you’re not using as much energy. This credit helps to pay for the extra energy you use during colder months.
We’ll review your Direct Debit payments a minimum of once per year to make sure you’re paying the right amount.
Can you give me any discounts?
We could help you keep your bills down in several ways:
- Up to £50 annual discount for paying by Direct Debit (£25 per fuel)
- Up to £40 discount for going paperless and managing your bills online (£20 per fuel)
- £7.50 discount for choosing a dual fuel plan (both gas and electricity with us).
Do I get a discount if you supply both gas and electricity (dual fuel)?
Yes on certain tariffs as a thank you, we give you an annual discount of £7.50.
Find out more about our discounts – up to £97.50 a year in total!
What is your fuel mix?
As a responsible energy company, we are required to publish our Fuel Mix once we have been a company for 12 months. You can find our up to date Fuel Mix Disclosure here.
‘Fuel Mix’ refers to where we get our energy from, how much of it comes from renewable sources, etc.
We buy energy from existing suppliers and generators. As such we don’t have full control over how sustainable our energy is.
We aim to strike the best balance between low prices and reducing carbon emissions over time.
What are PFP doing about the threat of online cyber-attacks and keeping my data safe?
PFP are Cyber Essentials accredited. This shows we meet an independent, Government-endorsed standard that helps us protect your data. Click here to see our certificate.
I haven't received an activation link in my mailbox
If you haven’t received a link for activating your web portal, please check your junk mail. If it’s not there, please let us know using our Contact form and we will be happy to help you further.
I can't register/There is a Web User API error
Oh no! This may be because our contact details for you aren’t up to date. Please contact us using our Contact form, providing your name, email and DOB.