Based on our experience to date, if you want to move suppliers but owe money, resolver recommends that you contact your supplier, and ask their advice as soon as possible. Keep a note of who you speak to and the outcome of your conversation or email. Rules on switching energy providers when you owe money to your current supplier are different depending on whether or not you have a prepayment meter. If you do, you can switch and transfer debts up to £500 to your new supplier.
You will have to carry on using the prepayment meter at least until your debt is paid off. However, you will be able to shop around for a cheaper tariff. If you are not on a prepayment meter and you owe money to an energy supplier, they can stop you from switching to another supplier until your debt is paid off. This is known as being debt-blocked. However, if it is your energy supplier’s fault that you are in debt, for example because they read your meter wrongly, then they cannot stop you from switching, but you will still have to pay back the debt.
Resolver recommends that you submit your concern in writing and we can assist you in all aspects of your complaint; formulating letters, recording dialogues, and reminding you when and who to escalate to.
There is a Code of Practice which sets out requirements designed to ensure that all Green Deal Participants and Certification Bodies:
• operate fairly and transparently;
• deliver good customer service;
• have appropriate levels of training;
• and provide appropriate redress mechanisms for customers.
Green Deal Participants and Certification Bodies must ensure that a copy of this Code of Practice is made available, free of charge, to anyone who requests it. This should help you to understand your specific rights if something goes wrong.
A copy can be found here:
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