When you agree to a contract with a new retailer, they may send you a welcome pack. This does not always mean the transfer has happened.
Your new retailer should tell you the expected transfer date.
Transfers can be quicker if you have a smart meter. They may take longer if your meter is read in person each quarter.
Your new retailer must tell you if the transfer will be delayed.
If you think the transfer is taking too long, contact your new retailer and ask why.
Until the transfer happens, you must keep paying the retailer that is billing your property for the energy you use.
When the transfer is complete, you should get a final bill from your old retailer.
If you do not get a final bill, contact your old retailer and ask why.
If you do not pay a final bill, the debt may be sent to a debt collector or listed on your credit file.
Contact your retailer straight away if you receive:
- a letter from another retailer saying you are now their customer, or
- an “unrequested” final bill from your usual retailer.
If you cannot resolve the issue with the retailer, contact us.
Unwanted transfers
Sometimes a transfer happens by mistake. This can cause serious problems.
We have seen cases where customers:
- were disconnected by mistake
- could not find out who their new retailer was
- could not discuss the cancelled account because of privacy rules.
If you cannot fix an unwanted transfer with the new retailer or your usual retailer, contact us.
Marketing to other people in your home
If someone else in your household signs up to a new contract, your existing account may be closed.
If this happens without your consent, you or the other person can ask for it to be cancelled.
If you have problems, contact us.
Advocates, carers and power of attorney
Even if you manage someone else’s affairs, a marketer may still set up a contract with that person if they agree.
If you explain the situation to the retailer and they will not cancel the contract, contact us.
