If you didn’t agree to switch energy supplier

Mae'r cyngor hwn yn berthnasol i Cymru. Gweler cyngor ar gyfer Gweler cyngor ar gyfer Lloegr, Gweler cyngor ar gyfer Gogledd Iwerddon, Gweler cyngor ar gyfer Yr Alban

If you get an unexpected final bill or welcome letter from an energy supplier, your supply might have been switched without your agreement. This could happen if:

  • a supplier made a mistake, for example by confusing your address with someone else’s

  • you were misled by a salesperson

Contact the supplier

You’ll need to contact either your old supplier or the new one. It’s usually quickest to call them - you can find their details on any letters or bills they send.

Let them know that you didn’t agree to the switch, and ask them to cancel it if it’s still in progress. If the switch has already happened, ask them to reverse it.

Make a note of the date and time you call, and who you spoke to. You might need to refer to this later if you need to complain.

If you’d prefer to complain in writing, you can use this example letter.

What happens next

Once you’ve contacted the supplier, they should write to you within:

  • 5 working days to explain what they plan to do, and when

  • 20 working days to confirm they’re reversing the switch or explain why it was correct

Your old supplier should switch you back within 21 days of the date they agree a mistake was made.

You'll automatically get £30 in compensation from the new supplier. They should pay this within 10 workings days of the date they agree a mistake was made. They'll either send you a cheque or pay directly into your bank account if they have your bank details.

When you’re switched back you’ll still get bills from your old supplier -  you won’t have to pay the new supplier anything.

Other compensation if there are delays

All suppliers must follow the deadlines in the ‘erroneous transfer customer charter’. You'll be entitled to an extra £30 of compensation if any of the following apply:

  • the supplier takes more than 20 working days to reply 

  • your old and new suppliers take more than 20 working days to agree whether your switch was correct - they both owe you £30 if this happens

  • your old supplier takes more than 21 working days to re-register you once they know about the mistake

If you’re entitled to compensation the supplier should pay you within 10 working days, otherwise they’ll owe you an extra £30 in compensation. If they haven’t paid, you should make a complaint and ask for the money you think they owe.

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