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Energy switching problems
Article updated: Friday 22 May, 2009
By becca.talbot@consumerchoices.co.uk
For the vast majority of energy customers, switching supplier is a simple and seamless process that can cut hundreds of pounds off your annual energy bills.
However, in rare cases things can go wrong. Any problems can usually be easily resolved, so just follow our guide so you can complete your switch and get on with making those savings...
- 1. I’m in credit - how do I get a refund?
- 2. I think I’m paying someone else’s bill
- 3. Am I under a contract?
- 4. I’ve been switched by accident
- 5. It’s been a month and my switch hasn’t gone through
- 6. I want to switch but I’m in debt with my current supplier
- 7. I can’t afford my bills
- 8. Who do I complain to?
- 9. I use a prepayment meter, why can’t I switch using EnergyChoices.co.uk?
You can also check out our frequently asked questions, dealing with your most common queries, from cancelling direct debits to keeping your boiler insurance.
1. I’m in credit - how do I get a refund?
If an engineer came to read your meter but couldn’t get access, you might have received an estimated bill from your energy supplier where you ended up paying by direct debit for more energy than you actually used.
Call your supplier and ask for a refund - but be firm - and if a phone call doesn’t work, write to them. Rather than re-crediting your account, most will send you a cheque, so do also ask for written confirmation of your refund as proof of the agreement.
If you switched supplier during this time and the estimated bill is your final bill, your old provider will have to refund you.
How do I get my credit back? >>>
2. I think I’m paying someone else’s bill
If you’ve just moved home, make sure that you take a meter reading as soon as you move in. Pass this on to your new supplier to ensure that you don’t end up paying for the previous occupant’s energy.
You should then check this reading against your first bill at that property, making sure that you have not only been billed for the correct amount, but also for the correct meter by comparing the meter numbers.
Managing your energy suppliers when moving house >>>
3. Am I under a contract?
If you’re on a capped or fixed price plan and want to switch before the end of the offer period, you might have to pay a cancellation fee. However, this might be less than the amount that you would save by switching so work out the difference before abandoning the idea.
Whether you’re on a capped deal or not you should make sure that you read the terms and conditions of your contract before switching, though if you’ve been with your provider for more than 28 days there shouldn’t be a problem - despite a change in the rules this year, no major suppliers have yet launched a long-term tariff so you could still switch every six months if you wanted to.
4. I’ve been switched by accident
If you receive a final bill from your old supplier, or a new bill from a different supplier but never actually asked to switch energy provider you might have been switched by accident. Rare as it is, this can happen and you need to contact either your old or new supplier, who will liaise with the other provider to resolve the issue.
Under the Erroneous Transfer Customer Charter set out by Consumer Focus and Ofgem, the supplier you contact must explain what action will be taken, when you can reasonably expect to be transferred back to your old supplier and how billing and payment arrangements will be treated.
Make sure that you’re not billed by each supplier for the same energy usage and that your provider keeps you up to date on the progress being made to resolve the situation.
Five days after your initial contact, you will receive written confirmation of the details provided including an explanation, if possible, of why the erroneous switch took place. After 20 days you will receive confirmation of your switchback date.
If you experience any problems being returned to your original supplier, contact the energy market watchdog Consumer Focus or Ofgem the energy regulator.
5. It’s been a month and my switch hasn’t gone through
It takes between four and six weeks for an energy switch to go through. Although your new supplier will liaise with your old provider to arrange a switchover date, you might be able to speed the process up by giving your existing provider 28 days notice that you plan on getting your energy from another company.
Your old supplier has to keep you connected until the switchover has taken place but if it’s been more than six weeks, you should contact your new supplier for a progress report.
6. I want to switch but I’m in debt with my current supplier
Your current supplier can stop you from switching if you’re in debt with them, so you will need to pay any old bills before you try to move to a new provider. If you’re in debt but now pay your bills by direct debit, you need to be aware that the full outstanding balance will automatically be taken from your account when you switch.
7. I can’t afford my bills
If you’re struggling to keep up with you energy bills but have managed not to fall behind, switching provider could make a significant difference to your monthly payments. Talk to your supplier and explain the situation so that they can recommend the most appropriate tariff for you because many also offer special rates for vulnerable customers.
You should also get in touch with the Energy Saving Trust, who will be able to tell you of any grants or government fuel payments.
8. Who do I complain to?
If you experience a problem with your provider you should first follow the company’s own complaints process. If this doesn’t resolve the issue you can get in touch with Consumer Focus, or Ofgem.
9. I use a prepayment meter, why can’t I switch using EnergyChoices.co.uk?
Anyone switching from a prepayment meter to a cheaper credit meter will have to have an engineer visit to switch the meters. For this reason you’re not able to switch online.
However, you can still use all our guides and tariff breakdowns to work out which supplier and tariff is best for you.
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