Energy providers - Switching supplier
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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. Depending on where you signed you will have up until 14 days 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 claim damages from the company you are switching to. Energy suppliers have signed an agreement saying they will 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. In some circumstances it may take longer than this to realise you are not receiving the service you were promised.
You should know
- If you want to change any personal details, contact your supplier via Resolver, and inform them of the change as soon as possible
- Once you have submitted your information to the energy company, they should acknowledge your case with 14 days
- 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 watchdog 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 with 14 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 for the big six energy providers (British Gas, EDF, Scottish Power, e.on, Scottish Southern Energy (SSE) and npower), as well as smaller supliers. The Ombudsman Service will independently investigate your case, and resolver will you remind you when you can send your case over to the Energy Ombudsman. The exception is if the energy company sends you a 'deadlock letter' - then you can send your case file to the Ombudsman immediately.
You can still take your energy company to court if you still do not agree with the outcome but only use this as a last resort.
If you need to submit your issue you can use Resolver for free
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