Guaranteed Standards of Performance
What is an erroneous transfer?
It’s usually a simple process to switch energy suppliers. However, sometimes the wrong energy supply is switched instead of yours. This is what is known as an 'erroneous transfer' (ET).
Why do erroneous transfers happen?
ET’s can happen for a number of reasons, including the following:
- Your details have ended up with us in error – this is common if you live in a flat or new-build, and your neighbour has selected the wrong house address when switching.
- Your meter details are incorrect on the national database used by all energy firms.
- There might have been a systems or human error at our side of things.
- Your details may have been used fraudulently to apply for a switch, although this is a rarity.
What happens next?
Where you believe that your supply has been transferred either from/ or to ourselves without a valid contract1, the following will be done:
- We will agree within 20 workings day of your notification to ourselves with the other supplier if an ET has occurred;
- If you have contacted us directly about this matter, within 20 working days of your notification, we will either:
- Provide written confirmation that an ET has occurred, and that you will be returned back to your previous supplier; or
- Provide you with a written statement confirming the outcome of our investigation with the other supplier.
- We will re-register you back to ourselves within 21 working days of verifying the ET with the other supplier.
Should we not do any of the above, we’ll pay you £30.
1“Valid Contract” means a contract for the supply of energy that has been entered in by yourself with the supplier, and relates to the property that has been transferred.
Refunding Final Credit Balances
We will issue a refund of your final credit balance within 10 working days of sending your final statement (or correct final statement) providing it is fair and reasonable to do so. This only applies to you if you have transferred to another supplier, or have moved out of a property we supply/
If we fail to do this, we’ll pay you £30.
The guaranteed standards of performance are subject to change by Ofgem, and if we’re required to pay in relation to a change, we will continue to dealing with the standard in a way tha twill response any related issues.