Energy Supply - Switching supplier problem
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When you are switching a supplier, the new energy company must follow a process that includes contacting you within 24 hours of you agreeing to switch so that they can confirm you are happy with switching. You will have up until 14 days after you switch in which to cancel the switching process.
If you feel you have switched based on information that is not accurate you are entitled to cancel and also request compensation from the company you are switching to. Energy suppliers must work together to quickly and simply resolve any problems during the switching process, regardless of who is at fault. If you have any problem, you can contact either your old or new energy supplier to discuss this and they should work together to resolve the issue.
- If you want to change any personal details, contact your supplier via Resolver and inform them of the change as soon as possible.
- Energy companies should get back to you within two working days of receiving your complaint.
- Be clear and focused when you raise an issue. Explain clearly what happened and what you want to achieve.
- All energy companies have to meet high standards of service set by industry regulator Ofgem.
- If you are unhappy with any outcome you have the right to take your case to the Energy Ombudsman (Ombudsman Services) for independent assessment. Resolver will remind you when you can escalate your case.
Once you have submitted your information to the energy company, they should acknowledge your case within two working days. Ensure you keep a copy of all communications. Resolver automatically does this for you.
What if you cannot resolve the issue?
After eight weeks you can send the case to Ombudsman Services but if the energy company sends you a 'deadlock letter' - then you can send your case file to the Ombudsman immediately. The Ombudsman Service will independently investigate your case, and resolver will remind you when you can send your case over to the Energy Ombudsman.
You can still take your energy company to court if you do not agree with the outcome but we suggest you only use this as a last resort.
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