What to Do If Your Energy Switch Goes Wrong

This guide explains what to do if an energy switch does not go to plan, including delays, erroneous transfers, and unresolved complaints. It is educational information on the redress process, not a substitute for contacting your supplier directly.

Utility Matchmaker is an information and referral service. Comparison and switching on this site take place on TheEnergyShop's platform.

The large majority of UK energy switches complete within the standard five working day window with no problems. When something does go wrong, it usually falls into one of three categories: the switch itself is delayed, you are switched in error (an erroneous transfer), or a complaint about the process is not resolved by your supplier.

If your new supplier does not complete the switch within five working days, Ofgem's rules mean you are entitled to automatic compensation of £30, paid without needing to make a claim. Further delays or repeated failures can lead to additional compensation, and the exact amounts suppliers must pay are set out in Ofgem's Guaranteed Standards of Performance, which are reviewed periodically.

An erroneous transfer is when you are switched to a supplier you did not ask for, or your switch is processed incorrectly. If this happens, contact the supplier you did not choose immediately and ask them to reverse the transfer. Suppliers are required to investigate and resolve erroneous transfers within set timeframes, and compensation applies if they fail to meet those timeframes.

If your switch is delayed, wrong, or you disagree with a decision your supplier has made, raise a complaint with them directly and in writing. A phone call alone does not start the formal complaints clock. An email or letter does, so it's worth following up any phone conversation with something in writing that confirms what was discussed.

It's worth knowing the difference between the two bodies involved here. Ofgem is the regulator that sets the rules suppliers must follow, including the 8-week rule and compensation levels, but it does not investigate or decide individual complaints. The Energy Ombudsman is the body that resolves your specific dispute once your supplier has had a fair chance to sort it out. If you contact Ofgem directly about your individual case, they will point you to the Energy Ombudsman rather than intervene themselves.

You can contact the Energy Ombudsman on 0330 440 1624 (Monday to Friday, 8am to 6pm), by email at enquiry@energyombudsman.org, or by post at Energy Ombudsman, PO Box 966, Warrington, WA4 9DF. Their service is free to use.

Suppliers have up to 8 weeks to resolve a written complaint. If 8 weeks pass without resolution, or your supplier issues a deadlock letter confirming they consider the matter closed, you can refer your complaint to the Energy Ombudsman free of charge.

The Energy Ombudsman is independent of suppliers and Ofgem. Its decisions are binding on the supplier once made, but not binding on you, so you can reject a decision and pursue the matter elsewhere if you disagree. The Ombudsman can award compensation, currently up to £10,000 for domestic customers, correct billing errors, or direct other corrective action. You normally have 12 months from the deadlock letter, or from the point the 8-week period expires, to refer a complaint.

Having a short record of the switch and your correspondence makes a written complaint clearer:

• Dates and a brief description of what happened with your switch
• Any written correspondence with the supplier, including emails and letters
• Your account number and the name of both suppliers involved if it was an erroneous transfer
• A note of any compensation already paid or promised

Useful next steps if a switch has not gone smoothly:

• How to switch your energy supplier in the UK
• How long does an energy switch take?
• Energy switch cooling-off period explained
• Can I switch energy supplier if I'm in debt?