So you’ve had a letter or email saying that you’re switching – but you haven’t asked to change energy suppliers? It sounds like you might have ended up subject to what’s called an ‘erroneous transfer’. This basically means that the energy company is switching you in error – by mistake.
This can happen for a number of reasons:
However it’s happened, the energy companies involved will put things right as quickly as possible, with no cost to you. This is because we’ve all signed up for something called the Erroneous Transfer Customer Charter.
This voluntary code of conduct means that all electricity and gas suppliers promise to protect you if they switch your account by mistake.
Wondering ‘who do I pay for my energy while an Erroneous Transfer is taking place’?
Your old supplier, as normal. We’ll take care of the financial side of things between us – you should never end up out of pocket.
If you’re unhappy with how we’re managing an erroneous transfer, please don’t hesitate to get in touch on 0800 5999 440.
If you think that your transfer might have been instigated fraudulently, please visit Citizens Advice to learn more about your rights and possible compensation.
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