In the UK, people are well protected when they change energy suppliers. This helps keep the process fair and
clear, so there are no issues. Ofgem, the energy regulator, oversees these protections. They ensure that energy
companies follow the rules. When you switch energy providers, you have the following rights:
You can change suppliers whenever you want, even if you have a contract. If you’re on a
fixed rate tariff, you might need to pay an exit fee. Always check the
end date of your current tariff to avoid any surprise costs.
Both your current and new energy supplier must give you clear and exact information about your
energy tariff. This should include details about unit rates, standing charges, and any exit fees.
You will not lose your energy supply. Your electricity and gas will keep flowing while you switch suppliers,
so you won’t have any breaks in service.
There is a 14-day cooling-off period. After you decide to switch, you can change your mind
within 14 days without facing any penalties.
Your old supplier must send you a final bill. This bill should include correct charges based on
your last meter reading and your energy usage up until the end
date.
Switching energy suppliers can help you save money. You might reduce your electricity bills by up to £300 a year.
How much you save depends on your energy use and the tariff deals available.
Check if you're paying too much.
Compare your current tariff with the cheapest energy deals available in your area – it only takes a few minutes.
How to Switch Energy Supplier and Know Your Rights
Switching energy providers in the UK is simple if you understand your rights as a consumer. Here is a
straightforward guide to help you change your supplier while protecting your rights:
Compare tariffs: Use a price comparison website to find the best energy deal. Check important
details like unit rates, standing charges, and whether it is a fixed rate tariff or a variable tariff.
Select a new supplier: Once you find the right tariff, choose your new energy supplier. They
will handle the switching process for you.
Provide meter readings: Be sure to give your new supplier your latest meter reading. This will help make sure
your final bill from your old supplier is accurate.
Direct debit setup: If you want to pay by direct debit, check that you shared your bank account
details with the new
supplier safely. You can also look at payment plans to see if they match your energy consumption.
Cooling-off period: You have 14 days after agreeing to switch to change your mind without any
penalties. This is an important right for consumers to feel good about the new deal.
For support during the switch, you can reach out to the Citizens Advice consumer service. You can also use the
online chat feature with your new provider.
Energy Switching Consumer Protections: What You Need to Know
When you switch energy suppliers, you have several protections as a customer. These protections help keep your
rights safe throughout the whole process.
No loss of energy supply: Your energy supply will keep going when you change suppliers.
Transparent billing: Your old supplier must give you a final bill based on how much
energy you really used. If they overcharged or undercharged you, they must correct it using the final
meter reading.
Exit fees: If there is an exit fee in your current contract, it must be shown before you
switch, especially if you have a fixed rate tariff. You don't have to pay any exit fees if you switch within the last 49
days of your contract.
Erroneous transfer protection: If you are switched to a new supplier by mistake, you can go
back to your old supplier without any extra cost.
The Energy Ombudsman helps with problems that suppliers are unable to solve. If you have issues such as billing
disputes or poor customer service while switching, you can file a complaint. In 2022, the Ombudsman received over
50,000 complaints regarding errors and delays in switching.
What Are My Rights When Switching Energy Suppliers in the UK?
Your rights when you switch energy suppliers include protections. These are in place to ensure the process is fair
and easy.
No energy supply interruptions: Your energy use will stay the same. This will
not change when you move from your old supplier to the new one.
Fixed vs. variable tariff rights: You can pick a fixed rate tariff that keeps a set price for a
certain period or a variable tariff that can change based on the market.
Final bill accuracy: The old supplier must give you a final bill based on the last meter
reading. This bill should show your real energy use until the date you switch.
Payment method choice: Your new supplier must securely handle your payment details, whether you
choose direct debit, a credit card, or another way.
In Northern Ireland, there are specific rules for changing energy suppliers. This is due to the fact that the energy
market works differently here. It is important for you to understand these differences when you think about
switching energy companies.
Understanding Energy Supplier Switching and Consumer Protections
Changing energy suppliers is easy for consumers.
There are many legal protections to assist you.
Price comparison accuracy: Suppliers must ensure their prices are correct on price comparison
sites. This helps people find the best energy deals.
Smart meter protections: If you have a smart meter, your new supplier must keep it in smart
mode after you make the switch.
Complaints resolution: If you face issues during the switching process, like delays or billing
problems, you can complain to your supplier. If they do not resolve it within 8 weeks, you can take it to the
Energy Ombudsman.
These protections matter a lot. They help to keep your rights safe. They also ensure that when you switch
suppliers, you can get better energy deals. Plus, you will continue to enjoy good service quality.
How to Handle Energy Switch Complaints and Consumer Rights
Some energy switches go smoothly, but sometimes problems arise that make you want to complain.
A few common complaints are:
Billing disputes: Sometimes, your final bill can be wrong. Be sure to check the meter reading. It
should fit your energy use.
Erroneous transfers: If you were moved to a new supplier by accident, your old supplier must
send your service back quickly and without cost.
Long switching times: Changing to a new supplier should take no more than 21 days. If it takes
longer, you can ask for compensation from your new supplier.
If you have a complaint, you should contact your supplier's online account service. You can also chat with a
trained adviser through online chat. If the issue isn’t fixed, you can take it to the Energy Ombudsman. They assist
with issues about energy switching and billing complaints.
Check if you're paying too much.
Compare your current tariff with the cheapest energy deals available in your area – it only takes a few minutes.
What Protections Are Available for Consumers During an Energy Switch?
Consumers who switch energy suppliers in the UK have several protections, including:
No supply breaks: Your energy supply will continue without any stops during the change.
Cooling-off period: You have 14 days to cancel the switch if you want to change your mind.
Final bill safety: Your last bill from your old supplier must show the right amount of energy
you used before switching. If the bill seems wrong, you can question it and ask for a refund.
Payment security: Your new supplier must keep your bank account and credit card details safe
when setting up payments, especially if you pay by direct debit.
These protections make the switching process simple. They ensure that people are treated fairly during the change.
How Does Ofgem Protect Consumer Rights During Energy Switching?
Ofgem is key in managing the UK energy market. They help protect people's rights when they change
providers. Here are some ways Ofgem keeps consumers safe during the switching process:
Regulating exit fees: Ofgem puts a cap on how much energy suppliers can charge customers for
exit fees. This is important for those with a fixed rate tariff.
Monitoring switching timelines: Energy suppliers must complete the switch within 21 days after
receiving the customer's information. If they do not, they could get fined.
Support for vulnerable customers: Ofgem has rules to assist vulnerable customers. This includes
those who use prepayment meters. They require extra help when changing suppliers.
Ofgem looks at how well energy suppliers do their job. They ensure these companies follow the needed rules. This is
especially true for customer service and handling complaints.
Energy Switching Consumer Protections: Smart Meters and Prepayment Meters
People who have smart meters or prepayment meters have the same rights as other customers when they switch energy
suppliers.
Key protections include:
Smart meter compatibility: When you switch to a new supplier, they must ensure that your smart meter
operates in smart mode. If it reverts to manual mode, they have to fix that issue.
Prepayment meter switching: If you use a prepayment meter, you can change your supplier. You
might discover better deals. Many people with prepayment meters save more money by selecting a plan that fits
their energy usage.
Make sure you tell your new supplier if you have a smart meter or a prepayment meter. This will help them switch
you easily and keep your energy supply running.
How to Switch Energy Suppliers Quickly While Protecting Your Rights
Switching energy suppliers can be simple. Here are some tips to help you change quickly and easily while
protecting your rights:
Check exit fees: If you have a fixed-rate plan, check for exit fees before you switch.
Compare tariffs: Use trusted price comparison websites to review several tariffs for your
energy needs and unit rates.
Set up direct debit: Ensure you safely give your bank account or credit card details for
payments with your new supplier.
Keep track of the timeline: Your switch should be complete within 21 days. If it takes longer,
you could get compensation.
You can change to a new supplier easily by following these steps. This will help you avoid delays and protect your
rights.
FAQs about Consumer Rights When Switching Energy Suppliers
Can I switch energy suppliers if I’m in debt?
Yes, you can switch your energy supplier if you owe less than £500 on a prepayment
meter.
If you owe more than that, it is better to pay off your debt first. Your current supplier may stop the switch
if you
still owe money.
What if my energy supplier makes an erroneous transfer?
If there is a wrong transfer, you can return to your original supplier for free. They need to solve the
problem quickly. Your energy supply will remain the same.
How does a cooling-off period protect me?
The 14-day cooling-off period allows you to cancel the switch for free. This gives you time to reconsider your
decision. You can search for a better offer or choose to change your mind if you wish.
Will my direct debit change when I switch suppliers?
Yes, your direct debit will change. This is due to the new supplier's payment terms
and
your energy use. The new supplier will inform you about the direct debit setup before it begins.
How long does the energy switch take?
Switching to a new
supplier takes around 21 days. If this process takes longer, you need to contact your new supplier. You
might
also be able to get compensation for the delay.
We use cookies to provide the best possible user experience and maintain a secure environment. Some cookies are essential for the proper functioning and security of our website, enabling core features like processing your comparison queries and accessing your rewards. We also employ optional cookies for advanced analytics, tracking, advertising, testing, and performance optimisation.
By clicking 'Accept All', you consent to our use of all cookies. If you click 'Reject All', we will only use the necessary cookies required for the site to function securely. For more control over your cookie preferences, click 'Let Me Choose' to customise which optional cookies you're comfortable with. To learn more about the specific types of cookies we use, please visit our comprehensive
Cookie Policy.
Manage your cookies preferences.
Please select and accept your cookie preferences:
These essential cookies ensure the proper functioning and security of the website and app. They enable core features and services without collecting personal information for tracking or advertising purposes.
These cookies provide insights into how customers interact with our website and app. The aggregated and anonymous data collected helps us understand the usage of our products and services, enabling us to identify areas for improvement and optimise your browsing experience.
These cookies help us present products, services and offers that are most relevant to you. We may use the data collected by these cookies to personalise the advertisements you see on our website and other platforms, ensuring a more tailored browsing experience.
These cookies allow our website and app to remember your preferences, such as your region, country, language, accessibility options, and other settings. By enabling these cookies, we can provide you with a more personalised and convenient browsing experience tailored to your specific needs.
These cookies are used when we advertise on social media platforms. They allow these platforms to recognise you as one of our users and display relevant ads to you on our behalf. When you use your social media account to log in to our services, these cookies may also be used by the platforms to collect information about your behaviour for personalised advertising purposes.