What is the Energy Switch Guarantee?
The Energy Switch Guarantee is a promise to provide a speedy and safe switch from one energy supplier to another. The trade body Energy UK drew up the 10-point guarantee with support from the energy regulator Ofgem and Citizens Advice.
The aim of Energy Switch Guarantee is to give customers confidence in the energy switching process. Energy suppliers, who have signed up to the Energy Switch Guarantee, promise a simple, reliable and hassle-free energy transfer.
Your new energy supplier will take responsibility for the energy switch and if they are part of the Energy Switch Guarantee they must meet the following ten commitments:
Hassle Free
There is different reasons for each household. You might want an energy company that supplies renewable energy, has excellent customer service ratings or one that can save you a lot of money.
- 1. Your energy supply must never be disrupted during an energy switch.
- 2. The switching service must be completely free to use.
- 3. The energy switch should take no more than 21-days from the date your new energy supplier receives your application to switch to one of their energy tariffs.
- 4. The energy supplier should not need to come into your home unless you have agreed to them visiting.
- 5. Your new energy supplier will inform your current energy supplier of your intention to switch energy suppliers.
Signing Up
- 6. You will have a 14-day cooling off period, during which if you change your mind and cancel your switch to your new energy supplier then your new supplier should stop your transfer and you will remain with your current energy supplier.
- 7. Your current energy supplier will work alongside your new energy supplier to make sure you are not charged twice for the same energy.
Issues or Delays
- 8. Your new energy supplier will contact you as soon as possible to inform you if there is any problems during your energy switch. Your new energy supplier has the responsibility to correct any issues.
Billing (the responsibility on your current energy supplier)
- 9. You will receive a final bill from your current energy supplier no later than six weeks after you switch over to your new energy supplier.
- 10. If your current energy supplier owes you any money then they will refund it to you no more than 14 days after sending you the final energy bill.
Why is the Energy Switch Guarantee required?
Despite there being many suppliers offering a host of products, services and prices there are many customers who have never switched supplier. The Guarantee aims to provide reassurance to customers to enable them to engage confidently in the switching process.
Why is the Energy Switch Guarantee required?
Energy UK has said that any energy suppliers who fail to uphold the commitments of the Energy Switch Guarantee could face “robust sanctions” which include being suspended or removed from the Energy Switch Guarantee.
If you wish to complain about any problems with your energy switching experience, in the first instance you must contact the energy supplier directly. If you do not receive a satisfactory response after 8 weeks then you can escalate the complaint to the Energy Ombudsman.
Switch energy suppliers with confidence
Whether you’re looking for a cheaper energy deal or seeking a better standard of customer service, the Energy Switch Guarantee allows you to switch with confidence.
The list of energy suppliers who are signed up to the Energy Switch Guarantee is constantly growing. If you want to know what energy suppliers are currently taking part, follow these steps.
- 1. Visit our energy comparison calculator
- 2. Input your current supplier, energy tariff, usage and postcode
- 3. On the results page you the energy suppliers that are part of the Energy Switch Guarantee programme will have the Energy Switch Guarantee logo underneath their own.
- 4. The logo to look out for looks like this:
