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You’ve changed your mind about switching gas or electricity suppliers

This advice applies to Northern Ireland

When choosing or switching energy supplier, you might change your mind. This might be because you’ve found a better deal elsewhere or you’ve decided you don’t want to switch after all. Whether or not you can pull out of the agreement will depend on:

  • whether or not you have a contract with your supplier
  • how it was sold to you
  • what it says.

This page explains what your rights and options are if you change your mind after choosing a new gas or electricity supplier.

Do you have a contract?

If you agreed with a salesperson to move supplier, then you have a contract. This applies even if you don’t have something in writing yet.

If you did not agree to change to the supplier, then you don’t have a contract. This means you can change your mind and do not have to switch.

If you have a contract

If you agreed to move supplier, then you have a contract with the company.

If the salesperson visited you at home or was in a public place

If you agreed to switch with a sales person who visited you at home or was in a public place, such as a shopping centre, this is an off-premises sale.

When you shop in this way the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICAC) say you must be given clear and easy to understand information. This is called pre-contract information and contract confirmation. The pre-contract information should be supplied before you agree to buy anything. The trader must give you a cancellation form and specific details about your right to cancel. They must also give you a copy of the contract or contract confirmation. If they do this, you can cancel your contract within 14 days without giving a reason. If you are not informed about the conditions, time limits and procedures for cancelling, your cooling-off period may be extended beyond the usual 14 day period.

If you made an agreement over the phone or on the internet

If you agreed to switch with a sales person over the phone or on the internet, this is a distance sale.

When you shop in this way the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICAC) say you must be given clear and easy to understand information. This is called pre-contract information and contract confirmation. The pre-contract information should be supplied before you agree to buy anything. Sometimes the information may be in more than one place. How you receive the information will depend on whether you agreed the switch by phone or over the internet.

If you are not informed about the conditions, time limits and procedures for cancelling, your cooling-off period may be extended beyond the usual 14 day period.

Next steps

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