Switching energy supplier has never been so easy. You can have confidence that if you chose to switch, your existing and new supplier will seek to ensure it happens as smoothly as possible.

Suppliers have agreed a set of high level principles to reassure you the process is simple and hassle free.

And, if things do go wrong, you can be reassured by our Peace of Mind Guarantee.

Switching Supplier: What you can expect
• The new supplier will inform you in advance of the date when your supply will change
• The new supplier will keep in touch with you during the switching process
• Both your new and old supplier will give you a telephone number to call if you have any questions
• Any problems will be dealt with by the supplier you contacted first
• Suppliers will actively cooperate with one another to resolve any problems you experience during the switching process
• Suppliers will guide you through their complaints handling process if any problems or complaints arise. This process will assess the circumstances of each case and any redress due to you/the customer

Switching Supplier: Peace of Mind Guarantee
Energy suppliers are committed to working together to ensure that the switching process is as simple as possible.

We will work together to guarantee that:

• The switching process is straightforward for you
• You are given advice on potential savings to the best of suppliers’ knowledge based on the information available
• You will be provided with the information you need during the switching
process and will be able to contact your old or new supplier if you have any
enquiries
• If you report a problem, it will be recorded and addressed. Any complaint will go through the various stages of the supplier's complaint handling process, including any appropriate redress. If you believe that you have been transferred to a new supplier without your consent, you can contact either your old or new supplier. The contacted supplier will work together with the other supplier to ensure the matter is resolved as quickly as
possible.
• If this happens, the supplier you contact should explain to you:

o What action will be taken to return you to your original supplier
o When you can expect to be transferred back to your original supplier
o That you will only pay once for the energy you have consumed.
o How you will be kept informed during the process

• The contacted supplier will send written confirmation of the above information within 5 working days of you contacting them. Where possible, the supplier will include an explanation of why the transfer took place.
• Within 20 working days, the contacted supplier will either confirm that you will be returned to your old supplier or, if not, explain why and when you will be returned.

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Download our new Energy Made Clear: Making it simple to switch leaflet.

Changing your Business's Energy Supplier
The ERA, through the Customer Transfer Programme, has worked with energywatch to develop a guide for helping businesses ensure that the transfer of their electricity/gas supply goes smoothly and occurs within the agreed timescales. The guide can be found on the Consumer Focus website.

What are others saying?

"With 2.8 million households switching in the first half of the year the heat is still on suppliers to offer customers the best deal for their energy.  With winter drawing in and all suppliers having lowered their prices, now is a good time for all customers to check whether they are getting a good deal for their energy."

Alistair Buchanan, Ofgem Chief Executive, October 2007

Further information
The ERA is committed to making sure that switching electricity and/or gas supplier is a hassle-free process. We have heavily invested in reviewing and upgrading the current switching process, through the Customer Transfer Programme, and we are confident that the statistics will continue to show a trend of continuous improvement.

CTP has been divided into three stages:

Links

Ofgem
Energy Ombudsman

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